PBXware System Administration Manual Bicom Systems

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1 PBXware System Administration Manual

2 Part I

3 Introduction 1 3 Introduction PBXware PBXware is a scalable telephony solution featuring a range of traditional telephony and emerging VoIP technologies. The creation of a national/global voice networks in addition to a complete range of Analog, Digital, and VoIP channels, all fully supported. Functionality includes: Voic , IVR, ACD Queues, Call recording/monitoring, Conferences, Auto Provisioning/Configuration and much more.

4 Part II

5 Getting Started 2 5 Getting Started In this chapter we will cover: - System Requirements 5 - Installation Guides 6 - Upgrades and Updates 38 - Appliances 8 - Setup Wizard 15 - Logging into the system System Requirements What is needed to get the PBXware up and running? Server Hardware 5 Memory 5 Display 5 Disk Drives 5 Local Area Networking 5 Linux Operating System 5 Supported Browsers 6 Support Requirements 6 Server Hardware Standard x86-compatible server hardware 400MHz or faster CPU minimum (2000 MHz recommended) Compatible processors include: Intel : Celeron, Pentium II, Pentium III, Pentium 4, Xeon, AMD : Athlon, Athlon MP, Athlon XP, Duron, Opteron, Via C3, C7 Memory 128 MB minimum (256 MB or more recommended) Display None required. (Exception is during the installation only for) Disk Drives Standard IDE or SCSI hard drives (CD ROM, Tarball installs only) Free space for installation 2GB for CD ROM Installation Method=20GB Compact Flash Installation Method = 20GB ( Please note: This does not mean the compact flash must of this size. This size applies to hard disk where the image from compact flash will be copied to) USB Disk = Standard CD-ROM/DVD-ROM drive (CD ROM Install only) Local Area Networking Any Ethernet controller supported by the operating system Network configured and fully setup with DHCP service Optional: If the server is to operate from a private LAN IP then the firewall must be opened to the following ports: TCP: 80, 81, 443, 10001, 5038, , UDP: 4569, , Linux Operating System One of the following Linux operating systems is required (tarball edition ONLY)

6 6 PBXware System Administration Manual Red Hat Enterprise Linux (RHEL) 2.1, Cent OS 3.0, 4.0 Mandrake Linux 9.0, 10 Gentoo 2004, 2005 Red Hat Linux 7.2, 8.0, 9.0 SUSE Linux 8.0, 9.0 Debian 3.0 Fedora (Core 3) NOTE: 1. Operating system and all other necessary applications are supplied with PBXware CD ROM and appliance delivery methods.. 2. If ZAPTEL hardware is to be used, it should be inserted into the server before installation as to ensure proper loading of the modules 3. X is not required 4. Any of the above distributions need to be installed with their default "server" installation making sure that bison, openssl and openssl-dev or libssl-dev, libnewt are installed 5. Kernel should be Linux 2.6.x+ with kernel sources and headers available. Supported Browsers System can be administered by using one of the following web browsers: Internet explorer 6.0+ Firefox 1.0+ Opera 9.*+ Support Requirements In order to provide systems support we need from time to time access to the system server by SSH, HTTP/HTTPS protocols the following is required: Access to system server as user 'root' Networking setup and fully configured to port forward (or firewall opened) to ports 22, 80 and 443. With above in place our technicians will be able to troubleshoot issues. We regret that we are not able to support systems, that do not satisfy above requirements. We ask for understanding. If not too sure how to install PBXware we offer a professional installation service. Please contact sales or visit our web site for full details. 2.2 Installation Guide The PBXware can be installed by one of the following installation methods: CD ROM 7 CD ROM installation method is used to install the PBXware onto a commodity PC/server hardware. The installation process installs a Linux operating system, PBXware and all other necessary applications onto the system hard drive. Installation is easy, fast and includes everything needed to successfully install and operate. WARNING: CDROM will install the PBXware on hard disk and will erase all existing data, operating system and other files. Virtual Machine 7 Often referred to as a "runtime environment". VMware virtual machine is a machine completely defined and implemented in software rather than hardware. This method is suitable for testing of up to 3 extensions since the virtual machine technology performance is limited. This edition is FREE and easy

7 Getting Started 7 to install as any other MS windows application. Appliances 7 Ready to go, pre-configured appliances which do not need any installation sorted by the type of form factor and performance requirements. Any of the above formats will boot the machine and all necessary software allowing administrator to login with browser into this machine. The Administrator can then license the system by entering the licence number. The system will contact our licensing server for authorization. Upon successful licensing, systems can be used normally by logging 37 into the system CD ROM To install the system using the CD ROM do the following: 1. Download and burn CD image from 2. Boot up the system, wait for installer to start or you can press enter to start immediatelly 3. The system will be installed and rebooted. A boot message "Starting Installation" will show on reboot. This process may take few minutes. Please be patient. Once the installer has finished, the display will show obtained IP address. 4. Please login into setup wizard using your favorite web browser by navigating to (For Example: Default username is "root". Default password is "pbxware" IMPORTANT: Before continuing please read system requirements. 5 Setup wizard has security username/password in order to prevent unauthorized access. Defaults are: username: root, password: pbxware. Setup wizard will ask for the password to be changed in one of the setup wizard steps. After it is changed, It is very important to remember this password since it is system root and setup wizard password Virtual Machine To install the system using the virtual servers do the following: 1. Order SOHO PBXware edition making sure to select "VMware Image" in the checkout as delivery method 2. After completing the PBXware order you will receive a confirmation with download URL 3. Download the PBXware VMware image from and extract it. 4. Download 'VMware Player' from location and install it on your computer 5. Navigate to the extracted PBXware VMware image folder and double clicking on the "PBXware" file 6. VMware player will boot up the virtual machine and display IP address 7. Point your browser to IP address displayed at VMware console screen. For example 8. Click on the 'Factory Reset' which will be displayed on the screen. This process will take few minutes. 9. After factory reset is done, standard Setup Wizard login screen will show.

8 8 PBXware System Administration Manual IMPORTANT Up to 3 (three) extensions supported Please make sure that system date and time zone are set correctly before executing the installation script Before continuing please read system requirements. Please make sure there is a valid DHCP server on your network Appliances In this chapter we will cover: - miniwall 8 - minirack 12 - maxirack 13 - ftrack miniwall miniwall delivers low noise perfomance for up to 32 extensions in a wall mount or desktop form factors. Capacity 32 IP Extensions 8 Analog Extensions 8 Analog Lines 16 ISDN BRI Lines 30 ISDN PRI Lines 32 Concurrent Calls Expansion Slots 2x Half Lenght 32bit/33MHz PCI Slots Memory 512MB SDRAM Memory Regulatory & Safety FCC, CE Regulatory & Safety Certification Storage 128MB Compact Flash 40GB 2.5" Hard Disk Drive Software Editions

9 Getting Started Business Edition Call Centre Edition Form Factor Heavy Duty Steel Chassis Desktop/Wall Mount Industrial Grade Construction Low Noise Processor(s) VIA C7 1.5GHz Operating System Gentoo Linux NOTE: For serial connection settings please use '19200', '8', 'N', '1' - How To Set Fist Boot Device From USB-CDROM How To Set Fist Boot Device From USB-CDROM Step 1: Step 2: 9

10 10 PBXware System Administration Manual Step 3: Step 4:

11 Getting Started 11 Step 5: You will see the USB Storage Device : ASUS CRW-5232AS 1.02 during boot process.

12 12 PBXware System Administration Manual Step 6: minirack Capacity 32 IP Extensions 8 Analog Extensions 8 Analog Lines 32 ISDN BRI Lines 30 ISDN PRI Lines 32 Concurrent Calls Expansion Slots 2x Half Lenght 32bit/33MHz PCI Slots

13 Getting Started Memory 512MB SDRAM Memory Regulatory & Safety FCC, CE Regulatory & Safety Certification Storage 128MB Compact Flash 40GB 2.5" Hard Disk Drive Form Factor 1 U Rackmount Heavy Duty Steel Chassis Industrial Grade Construction 282mm Rack Depth Low Noise Processor(s) VIA C7 1.5GHz maxirack maxirack features up to 128 extensions with maximum flexibility in a rack mount format. Capacity 256 IP Extensions 96 Analog Extensions 96 Analog Lines 64 ISDN BRI Lines 120 ISDN PRI Lines 128 Concurrent Calls Expansion Slots 4x Full Lenght 32bit/33MHz PCI Slots Memory 1-4GB DDR Memory Regulatory & Safety FCC, CE Regulatory & Safety Certification Storage 2x 250GB, RAID1 3.5" IDE Hard Disk Drive(s) 13

14 14 PBXware System Administration Manual 128MB Compact Flash Software Editions Business Edition Call Centre Edition Form Factor 2 U Rackmount Heavy Duty Steel Chassis Industrial Grade Construction 442mm Rack Depth Processor(s) Intel Pentium 4 2.8GHz Operating System Gentoo Linux ftrack ftack system combine proven fault-tolerant, pair-and-spare architecture in servers that deliver % uptime right out of the box. Every ftrack server uses replicated, fault-tolerant hardware to eliminate single points of failure and protect data integrity. Major components - CPUs, memory boards, input/output controllers, buses, power supplies, and fans - are duplexed and operate in lockstep. In the event of failure, the paired component continues normal operation. This use technology eliminates the operational complexity and high costs inherent in high-availability alternatives. Hardware-based fault tolerance requires no failover scripting, repeated test procedures, or application modifications to ensure applications availability or smooth integration of systems into telecom environments. ftrack is widely deployed development and runtime software for applications in SS7, IP, and converged networks. Together these carrier-grade platforms bring you proven, affordable reliability, rapid time to market for new voice and data services, and lower development and operational costs. Capacity 256 IP Extensions 128 Concurrent Calls Expansion Slots 2x Full Lenght 64bit/33MHz PCI Slots

15 Getting Started 15 Memory 3GB DDR 200MHz ECC Memory Regulatory & Safety FCC, CE Regulatory & Safety Certification Storage External USB FDD Drive 24x Slimline EIDE 5.25 CDROM 2x 73GB Hotplug U160 SCSI Hard Disk(s) Software Editions Enterprise Edition Business Edition Call Centre Edition Form Factor Fault Tolerant Hardware 4 U Rackmount Heavy Duty Steel Chassis Industrial Grade Construction Processor(s) 2x Intel Xeon 2.4GHz Operating System Fault Tolerant Linux 2.3 Setup Wizard Setup Wizard is designed to collect essential data in order to get system up and running. After the setup wizard has finished the system should be fully licensed, fully operational and ready for use. In order to login into the setup wizard please point browser to: https://$ipaddress:81/ (For Example:https:// :81/) In this chapter we will cover: - EULA 16 - Administrator Details 16 - System 17 - Licensing 26 - Locality 28 - Music On Hold 29 - UAD 30 - Extensions 32 - Trunk 35 - Confirmation 36 IMPORTANT: Setup wizard has security username/password in order to prevent unauthorized access. Defaults are: username: root, password: pbxware. Setup wizard will ask for the password to be changed in one of the setup steps. After it is changed, It is very important to remember this password since it is

16 16 PBXware System Administration Manual system root and setup wizard password EULA IMPORTANT: Setup wizard has security username/password in order to prevent unauthorized access. Defaults are: username: root, password: pbxware. Setup wizard will ask for the password to be changed in one of the setup steps. After it is changed, It is very important to remember this password since it is system root and setup wizard password. EULA (end user license agreement) is the first setup wizard step. Please read the EULA and type "I agree" to proceed. If not agreeing with EULA, please remove the installation media, remove system software and return license issued. NOTE: This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages Administrator Details Provide details of user who will administer the system. These values are used when login into the PBXware NOTE: This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages

17 Getting Started Administrator address Example: Provided address is used as a username for logging into system Field Type: [a-z] [0-9] Password/Confirm Password: Administrator password Example: Provided password is used for logging into system Field Type: [a-z] [0-9] System Details These are system and network fields necessary for proper system operation. NOTE: This field is available for: VMWare PBXware packages 17

18 18 PBXware System Administration Manual Root Password: Set the root password Example: PBXware prompts for this password during the system/ssh login and when accessing system services throughinterface Field Type: [a-z][0-9] Confirm Password: Confirm the root password Example: Re-type the Root Password entered in the field above Field Type: [a-z][0-9] Time zone: Time zone PBXware is located at Example: Select the appropriate time zone, for example 'USA/East-coast Field Type: Select box

19 Getting Started 19 Hostname: The name given to machine which will identify the system on the network Example: myhost Field Type: [a-z][0-9] Interface: Interface PBXware uses (LAN/WAN) Example: If the PBXware is in LAN interface, select it here. In some cases where PBXware is installed on appliances in WAN mode, select WAN here Field Type: Select box Use DHCP: Is PBXware using DHCP or static IP address Example: It is recommended to always set PBXware on static IP address (Set this option to 'No') Field Type: Option buttons IP Address: Static PBXware IP address Example: If PBXware is in the LAN provide its static IP address here Netmask: IP address netmask Example: This field is calculated automatically Gateway: IF PBXware is located in LAN, set the gateway IP address here Example:

20 20 PBXware System Administration Manual DNS server: If PBXware is located in LAN, set the preferred DNS server IP address here Example: DHCP Server: Should PBXware start its own DHCP server Example: If there is no DHCP server on LAN, PBXware can start its own and provide UADs/Phones with this service Server Details These are system and network fields necessary for proper system operation NOTE: This field is available for: CD PBXware packages

21 Getting Started Root Password: Set the root password Example: PBXware prompts for this password during the system/ssh login and when accessing system services throughinterface Field Type: [a-z][0-9] Confirm Password: Confirm the root password Example: Re-type the Root Password entered in the field above Field Type: [a-z][0-9] Time zone: Time zone PBXware is located at Example: Select the appropriate time zone, for example 'USA/East-coast Field Type: Select box Hostname: The name given to machine which will identify the system on the network Example: myhost Field Type: [a-z][0-9] Use DHCP: Is PBXware using DHCP or static IP address Example: It is recommended to always set PBXware on static IP address (Set this option to 'No') Field Type: Option buttons IP Address: Static PBXware IP address Example: If PBXware is in the LAN provide its static IP address here 21

22 22 PBXware System Administration Manual Netmask: IP address netmask Example: This field is calculated automatically Gateway: IF PBXware is located in LAN, set the gateway IP address here Example: DNS server: If PBXware is located in LAN, set the preferred DNS server IP address here Example: DHCP Server: Should PBXware start its own DHCP server Example: If there is no DHCP server on LAN, PBXware can start its own and provide UADs/Phones with this service Server Details These are system and network fields necessary for proper system operation NOTE: This field is available for: Virtual Server PBXware packages

23 Getting Started Root Password: Set the root password Example: PBXware prompts for this password during the system/ssh login and when accessing system services throughinterface Field Type: [a-z][0-9] Confirm Password: Confirm the root password Example: Re-type the Root Password entered in the field above Field Type: [a-z][0-9] Time zone: Time zone PBXware is located at Example: Select the appropriate time zone, for example 'USA/East-coast Field Type: Select box 23

24 24 PBXware System Administration Manual Hostname: The name given to machine which will identify the system on the network Example: myhost Field Type: [a-z][0-9] Server name: Virtually same as the 'Hostname' field, only this name will appear during system notifications, sent s etc. Example: domain.com Field Type: [a-z][0-9] Server Details These are system and network fields necessary for proper system operation NOTE: This field is available for: Appliance PBXware packages

25 Getting Started 25 Root Password: Set the root password Example: PBXware prompts for this password during the system/ssh login and when accessing system services throughinterface Field Type: [a-z][0-9] Confirm Password: Confirm the root password Example: Re-type the Root Password entered in the field above Field Type: [a-z][0-9] Chroot Time zone: Time zone PBXware is located at Example: Select the appropriate time zone, for example 'USA/East-coast Field Type: Select box Hostname: The name given to machine which will identify the system on the network Example: myhost Field Type: [a-z][0-9] Server name: Virtually same as the 'Hostname' field, only this name will appear during system notifications, sent s etc. Example: domain.com Field Type: [a-z][0-9] Use DHCP: Is PBXware using DHCP or static IP address Example: It is recommended to always set PBXware on static IP address (Set this option to 'No') Field Type: Option buttons

26 26 PBXware System Administration Manual IP Address: Static PBXware IP address Example: If PBXware is in the LAN provide its static IP address here Netmask: IP address netmask Example: This field is calculated automatically Gateway: IF PBXware is located in LAN, set the gateway IP address here Example: DNS server: If PBXware is located in LAN, set the preferred DNS server IP address here Example: Start DHCP Server: Should PBXware start its own DHCP server Example: If there is no DHCP server on LAN, PBXware can start its own and provide UADs/Phones with this service Licensing Licensing offers entering of a valid non active license and displays MAC address to which license will be valid with. If the system has more then one network adapter all found MACs will be shown for selection. NOTE: This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages

27 Getting Started 27 License Number PBXware license number Example: Enter the PBXware license number, select the MAC address if more then one is present and click 'Next' to register the PBXware Field Type: [a-z][0-9] MAC: MAC address associated with the PBXware. NOTE: System must have access to fully operational Internet connection in order to license the system Example: If more then one MAC address is present, select the one you whish to associate to PBXware and click 'Next' Field Type: Select box

28 PBXware System Administration Manual Locality Locality allows for system 'local' values to be entered in order to setup all the necessary values for normal system operation NOTE: This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages Country: Select the country PBXware is located at Example: United Kingodm Field Type: Select box Indications: Typical telephony sounds PBXware will use Example: Different signal is heard when handset is picked up in different countries. This field will be set automatically. If your country is not present select 'Other' Field Type: Select box

29 Getting Started 29 Area Code: Area code of the city where PBXware is located Example: If this PBXware is in New York, set '212' here Number Of Digits: Number of digits PBXware will associate with local extensions Example: If this field is set to '4', all local extensions will have a range from Police/Fire/Ambulance: Number of Emergency Services in area where PBXware is located Example: If in USA for example, set these fields to '911'. PBXware has an option to dial these emergency services through certain trunks. If all trunk channels are busy, an active call will get dropped in order to dial these Field Type: Select box Music On Hold System comes with default 'silence' music on hold sound file or custom sound file can be uploaded. This file must be in.wav, gsm or mp3 format and not bigger then 8MB. NOTE: This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages

30 30 PBXware System Administration Manual Upload a file Upload a custom sound file from Desktop to PBXware server. NOTE: If you select 'Use System Default Silence' no sound file will be uploaded and only 'Silence' file will exist in the 'System: MOH' Example: Select this option and click the 'Browse' button to select a file on your Desktop and click 'Next' button to upload it on the PBXware. Field Type: Select box UAD UAD step allows an installer to search the network for supported devices. PBXware will automatically scan the network, list all devices found and offer auto configuration NOTE: Please make sure that all User Agent Devices are reset to Factory Defaults and using port 5060 before continuing. This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages

31 Getting Started Start IP: Start the search from this IP address Example: End IP: End the search with this IP address Example: Start: Start UAD/Phone network search Example: Enter the Start and End IP address and click this button to perform the search Field Type: Command Button 31

32 32 PBXware System Administration Manual Skip: Skip this step Example: Skip the search for UADs/Phones on local network and proceed to next Setup Wizard step Field Type: Command Button Extensions After selecting 'default' UAD this step offers extension fields in order to add multiple users extensions. UAD: Name of the UAD/Phone found in the local network Example: Aastra 480i Field Type: Display

33 Getting Started 33 IP Address: IP address of the UAD/Phone found in the local network Example: If the phone is located on the IP address that address will be displayed here. Click it to open the UAD/Phone settings in new browser window Field Type: Display MAC: Mac address of the UAD/Phone found in the local network Example: 00:0B:27:22:08 Field Type: Display Activation: Set the preferred activation method. NOTE: If UAD/Phone supports the 'Auto Configuration' option Example: Not Activated: Skip/Do not configure this UAD/Phone Activated: Creates the PBXware extension and nothing else Auto Provisioning: Creates PBXware extension and a file in TFTP directory for provisioning. This step requires manual reboot of a device Auto Configuration: Creates PBXware extension and a TFTP provisioning file. Goes into web interface of the phone, automatically configures all details and reboot the device' Field Type: Display Edit the UAD/Phone configuration Example: Click to edit UAD configuration Field Type: Button Edit Add system extension for all UAD lines from this location by filling in the following fields: NOTE: Number of extensions may vary from one phone to another

34 34 PBXware System Administration Manual Name: Name of the user associated with the extension. This name will be used as a Caller ID information when calling Example: John Smith Field Type: [a-z][0-9] address associated with the extension. This is used for system notification and logging into the Self Care Example: Field Type: [a-z][0-9] Ext: Network number Example: 1001 PIN (Personal Identification Number):

35 Getting Started 35 Password used for accessing voic and other additional PBXware services. Example: When B wants to access his 'Voic ', he is asked to authenticate with personal 4(four) digit PIN. Secret: Password used for the UAD/Phone authentication with the PBXware. Example: This fields is auto-generated and consists of letters and digits, but you can change this values Field Type: [a-z] [0-9] Trunk Trunks step will try to detect supported trunk devices present on the system. Once detected, wizard will automatically create a trunk based on most common configuration values. Please visit for a list of currently suppored devices. NOTE: This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages

36 36 PBXware System Administration Manual Detected devices: If setup wizard detects any hardware devices (cards) they will be listed here Example: Field Type: Display Default Destination: If PBXware has no DIDs set, all incoming call will go to this destination Example: Set '1000' for example to make all calls coming from trunks to go to this extension Confirmation Finally, the confirmation step allows for all values to be revised and to either finish the wizard or start all over from the beginning. If 'Confirm and finalize' is clicked on, setup wizard will finish and browser will be redirected to system login screen. NOTE This field is available for: Virtual Server, VMWare, CD, Appliance PBXware packages

37 Getting Started Repeat the wizard Click this button to repeat the wizard Example: All provided details will be reset and started again from the step one Field Type: Command button Confirm and finalize Confirm the date provided in the setup wizard and finalize the installation Example: All provided details will be applied and setup wizard will redirect to PBXware login screen Field Type: Command button 2.4 Loging into the system In order to login into the system please point browser to: (For Example:http:// /) 37

38 38 PBXware System Administration Manual Administrator address Example: This address is set in the initial setup wizard Field Type: [a-z] [0-9] Password /PIN: Administrator password Example: This password is set in the initial setup wizard Field Type: [a-z] [0-9] 2.5 Updates/Upgrades In this chapter we will cover: - Updates 38 - Upgrades 38 - License Upgrades Updates In order to update PBXware to a specific firmware version follow these steps: 1. Login into PBXware web interface 2. Navigate to 'Site Settings: Updates' and click on 'Updates' button 3. Enter update username='pbxware' and password='update' and wait until the system shows the interface again Upgrades PBXware uses even numbers for stable and odd numbers for development releases. Current stable release is 2.0 and development version is 2.1. To upgrade PBXware to 2.0 version for example do the following: 1. Login to PBXware via SSH 2. Stop all servers /home/servers/sitemanager/sh/stop /home/servers/pbxware/sh/stop /home/servers/httpd/sh/stop 3. Modify: '/home/servers/sitemanager/sh/update' by setting the PROJECT line to ' PROJECT=sitemanager-2.0' '/home/servers/pbxware/sh/update' by settings the PROJECT line to ' PROJECT=pbxware-2.0'

39 Getting Started 39 '/home/servers/httpd/sh/update' by setting the PROJECT line to 'PROJECT=httpd-2.0' 4. Upgrade the software: /home/servers/sitemanager/sh/update /home/servers/pbxware/sh/update /home/servers/httpd/sh/update NOTE: default update username: pbxware, password: update 5. Start all servers /home/servers/sitemanager/sh/start /home/servers/pbxware/sh/start /home/servers/httpd/sh/start 6. Navigate to PBXware interface and login. 7. Re-save at least one 'SIP' and IAX' extension, 'MOH(Music on Hold)' and a 'Queue', but going through all options and re-saving them is recommended License Upgrades To upgrade PBXware license do as follows: 1. Login into PBXware web interface 2. Navigate to 'Site Settings: Upgrades' 3. Enter the system root username and password (default ones 'pbxware'/'update') 4. Enter the license number in 'License Number' field (e.g. 0A9DS8F7) 5. Click on 'Save' button

40 Part III

41 System Overview 3 System Overview In this chapter we will cover: - Administration Interface 41 - Role Based Administration 42 - Standard and Advanced Options Administration Interface Administration interface consist of applications, administration and actions menus with all data displayed in data area. Applications Menu: Applications menu provides access to all applications, site settings, SM settings, log out and help links. PBXware: Clicking on PBXware will display its menu showing all available sections. Site Settings: This link allows managing of system users, groups, backup, sessions, updates and licensing. SM Settings: Options of system administrators management and currently available sites can be found here. 41

42 42 PBXware System Administration Manual Help: A link to help documentation. Logout: This link allows user to log out. PBXware menu: PBXware menu is located on the left and it displays all administration sections available. Data Area: Data are displays all results from various actions performed. System Actions Menu: System actions status on the top right allows viewing of the system status and performing of start, stop and restart actions on one or more servers. 3.2 Role Based Administration System administration can be delegated to various users in order to perform role based administration. An unlimited number of users and groups can be created by system administrator(s). Each user will only then have access to the sections of PBXware menus accordingly to the group membership permissions. This is commonly used to allow management, operators, supervisors etc access to the sections of the PBXware to which they have adequate knowledge and experience.

43 System Overview Standard and Advanced Options PBXware has been designed with simplicity and extensive configuration options as primary goals. In order to achieve both goals administration has standard and advanced modes throughout all sections. Standard Options Standard mode is designed to allow an easy 'no brainier' method of administration as the level of configuration knowledge needed is based on common fields of information (Name, address etc.). This is possible to achieve since PBXware uses a powerful template system which pre-configures all advanced options leaving only common information values to be entered. Sample of "Standard Options" Advanced Options Advanced mode options on the other hand requires much better system knowledge in order to fine tune the system settings for various applications and usages. This manual tries to provide detailed information for advanced options. However, administrators should bear in mind that extensive training and hands on experience is required in order to be able to administer advanced sections effectively. For simplicity, all options available in the standard options are not repeated in this manual under the advanced options.

44 44 PBXware System Administration Manual

45 Part IV

46 46 4 PBXware System Administration Manual Extensions Extensions are associated with all UADs/Phones connected to PBXware. Each UAD/Phone is assigned a network number, e.g To reach other extensions, from any UAD/Phone registered with PBXware, just dial extension network number, e.g In this chapter we will cover following type of extensions: - System 46 - Custom 97 - Ring Groups - Find Phones System In this chapter we will cover: - Search 51 - Add/Edit Extension 48 - Advanced Options 53 System extensions list all PBXware extensions with the following details:

47 Extensions Name: Full name of the user device is registered to Example: Peter Doyle Field Type: Display Extension: UAD/Phone extension number Example: 1111 Field Type: Display User Agent: UAD/Phone type Example: Sipura SPA-841 Field Type: Display Status: UAD/Phone system status Example: Active/Inactive Field Type: Display Protocol: Protocol used by the UAD/Phone Example: SIP/IAX Field Type: Display Edit UAD/Phone configuration Example: Click to edit UAD/Phone configuration Field Type: Button Delete UAD/Phone from the system 47

48 48 PBXware System Administration Manual Example: Click to delete UAD/Phone from the system Field Type: Button Add/Edit Extension Procedure for adding new system extension is divided into two steps. In first step, UAD/Phone type and extension location is provided. In second step, basic UAD/Phone information such as user's name and address is provided. NOTE: By default, 'Single Extension' will be created. 'Advanced Options' offer the facility to add multiple extensions as well. For more information please check the 'Adding Multi Extensions 52 ' chapter. Step One UAD (User Agent Device): Select UAD/Phone model of the new extension. NOTE: In case that UAD/Phone is not listed here, please navigate to 'Settings: UAD', edit desired UAD/Phone and set 'Status' ='Active'. Example: If the new UAD/Phone you are adding to system is 'Linksys SPA-941', select it here Field Type: Select box Location: Select the location of new UAD/Phone Example: If the new UAD/Phone is located in local LAN, select 'Local', or 'Remote' if UAD/Phone is located outside of LAN Field Type: Select box

49 Extensions 49 Step Two Extension: System extension number Example: Every system extension has its unique local network number. This number is dialed when trying to reach other system extension, e.g NOTE: PBXware automatically fills this field by allocating the least unallocated number. To set different extension numbers allocating method navigate to 'Settings: Numbering Defaults' and apply new changes By default extension number is 4 (four) digits long. The length of extension numbers is set at the initial state in setup wizard. To change the length of extension digits later, you must delete all PBXware end points that have extension number (e.g. extensions, ring groups, conferences, queues...) and set the new length at 'Settings: Servers: Edit: Number of digits' field. Please make sure to restart PBXware after made changes Name: Subscriber's full name Example: Every PBXware extension is assigned to a subscriber. Provide subscriber name and last name here e.g. John Smith. This information is provided later, when making a call, as a caller id information and displayed on called party's UAD/Phone display Field Type: [a-z][0-9] address associated with the extension

50 50 PBXware System Administration Manual Example: address provided here is used for various PBXware notifications (new voice mail received, unknown destination dialled, billing reminders, sending extension details...) Field Type: [a-z][0-9] Reset Inclusive: Resets inclusive minutes Example: An extension can be assigned to a certain billing service plan. Each service plan has its own set of prices for worldwide destinations, including inclusive minutes. Click this button in order to reset inclusive minutes and set them back to default for this extension. Field Type: button Credit/Debit: Credit/debit extension Example: Click on this button and manage extension credit/debit Field Type: button Billing: Enable billing service Example: In order to enable billing of all extension incoming and outgoing calls select 'Yes' here Field Type: Option buttons Service Plan: Service plan used by extension Example: PBXware can have multiple service plans, each with its own set of prices for worldwide destinations. Select here the service plan used by this extension Field Type: Select box Username:

51 Extensions 51 Authentication username Example: This option is used for UAD/Phone registration with PBXware. By default, this field is the same as the extension number and cannot be modified Secret: Authentication password/secret Example: This option is used for UAD/Phone registration with PBXware. By default this field is populated with random string, but this value can be changed to custom format at any time Field Type: [a-z][0-9] PIN (Personal Identification Number): Extension authorization number Example: This option is used to verify subscriber before critical UAD/Phone action is performed e.g. checking voic , performing remote PBXware access, accessing PIN protected enhanced services...). By default this field is populated with random integer, but this value can be changed to custom format at any time NOTE: PIN number must always be 4 (four) digits long NOTE: After extension is created, 'Permissions' group will be enabled and available for administration; 'Save & ' button becomes available Search Search bar is very useful when dealing with many extensions. Extension details can be filtered by name, and extension number

52 52 PBXware System Administration Manual Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] Name: Should search filter be applied to names UADs are registered to Example: Check the box to search the names Field Type: Check box Should search filter be applied to addressed associate with the UADs Example: Check the box to search the addresses Field Type: Check box Number: Should search filter be applied to extension numbers Example: Check the box to search extension numbers Field Type: Check box Adding Multi Extensions There are two ways to add multiple extensions to PBXware: by manually providing details for each extension and by uploading a.csv file with extension details Manually Provide details to 'Name', ' ', 'Ext', 'Secret', 'PIN' [, 'MAC'] fields. Click on Add '+' button to add new extension or Delete 'x' button to delete extension details. When all extensions are entered click on the green Upload button to create extensions Uploading '.csv' file Open text editor on your desktop Type extension details in following form ('Name', ' ', 'Ext', 'Secret', 'PIN' [, 'MAC']). One extension per line. John Joanna Save file as 'ext.csv' Click on the 'Browse' button in PBXware interface Select 'ext.csv' from Desktop Click on 'Upload' button to create extensions

53 Extensions Advanced Options In this chapter we will cover: - Adding Multi Extensions 52 - General Fields 53 - Authentication 55 - Network Related 58 - Caller ID 59 - Voic 60 - Groups 66 - Call Control 67 - Trunks 67 - Permissions 68 - Call Properties 90 - Codecs 93 - Recording 94 - Auto Provisioning 89 - User Agent Auto Provisioning - Additional Config General Fields Options for setting extension type, dtmf mode, context and status are most frequently used by UAD/Phone in their operation

54 54 PBXware System Administration Manual User Type: The way UAD/Phone is registered to PBXware Example: Selecting 'User' will setup extension to make calls only, 'Peer' to receive calls only, and 'Friend' to make and receive calls Field Type: Select box DTMF Mode (Dual Tone Multi-Frequency) : Set a tone frequency heard when pressing keys on phone keypad Example: DTMF tones consists of two separate tones. Each key has a specific tone assign to it. When a key is pressed generated tone is sent to PBXware where it gets translated into a digit. In that way PBXware recognizes which number you are dialling. Not all countries/providers use the same DTMF mode. Select the appropriate tone here, as requested by service provider. If in doubt which option to use, select 'rfc2833' which is supported by most providers Field Type: Select box NOTE: You can test if DTMF is correctly set for UAD/Phone by checking extension voice mail '*123'. Provide a valid extension PIN when asked by PBXware. If you hear the 'Login incorrect' message, PIN entered was not recognized by PBXware. Select different DTMF mode here and try again until you login into extension voice box Context: A group to which extension belongs to Example: Context is a collection/group of extensions. Each PBXware extension has to belong to a context. Unless set otherwise, each extension created is automatically assigned to 'default' context Field Type: [a-z] [0-9] Status:

55 Extensions 55 Extension's PBXware status Example: Rather then deleting the extension and then recreating it again later on, extension can be activated/deactivated using this option. Setting this field to 'Not Active' will disable all calls to this extension. Field Type: Select Box Authentication Just like a username and password is required when trying to access any remote computer, each UAD/ Phone has to provide a valid username and password in order to register to PBXware. Authname: Authentication name for some service providers Example: Some service providers, due to security concerns, will require a special authentication name sent from extension (instead of extension number which is used by default). For example, if SIP provider requires '12lk3j4' username for authentication with their service, set '12lk3j4' here. The SIP request from UAD/Phone will be sent in following form [a-z] Billing PBXware has the ability to charge all incoming and outgoing extension calls. For billing system to work two things are needed: to create a service plan (with its set of prices) and to assign a service plan to extension. Following options are used to assign a service plan to extension and to manage extension billing funds

56 56 PBXware System Administration Manual Slave: Share extension billing funds with another extension Example: Enabling this option for extension 1000 and setting 'Slave Account Code'='1001' allows these two extensions to share the same billing funds. Any call made by extension 1001 will take funds off extension 1000 billing plan. If no funds are available for extension 1000, neither of extensions will be able to make any calls Field Type: Option buttons Slave Account Code: Extension which shares the billing funds Example: This field is enabled when 'Slave' is set to 'Yes'. Provide extension number here, e.g. 1001, if you wish that extension 1001 shares the billing funds with edited extension Reminder Balance: Account balance at which reminder is sent to extension owner Example: If this field is set to 10, subscriber will receive notification when extension billing funds reach this amount Credit Limit: Maximum amount that PBXware can credit the subscriber Example: This option is identical to bank account limit. Setting 'Credit Limit' to 10 will credit user the same

57 Extensions 57 amount. Credit limit amount will be taken off the extension funds next time the funds are added. Package Date (dd-mm-yyyy): Inclusive minutes expiry date Example: If extension 1000 has used up all of its service plan inclusive minutes, and this field is set to , inclusive minutes for this extension will be reset on this date, To reset inclusive minutes manually click on 'Reset Inclusive Minutes' Field Type: [dd-mm-yyy] Billing Info Following options display extension billing status Account Balance: Sum spent by subscriber Example: If subscriber has a 100 units in available funds, 100 will be displayed here. When negative value is displayed e.g. -49, it means that extension funds are 0 and 49 units of credit limit has been used Field Type: Display Available Funds: Available funds (account balance + credit limit) Example: If subscriber has a 100 units in available funds and 10 units in credit funds, 110 is displayed here Field Type: Display Inclusive Minutes Left: Inclusive Minutes Left

58 58 PBXware System Administration Manual Example: As long as there is any inclusive time left, billing is not calculated for outgoing calls. Inclusive time left is displayed here e.g. 0d 0h 4m 25s Field Type: Display Creation date: Date PBXware extension was created Example: :30:36 Field Type: Display NOTE: If PBXware was updated to 2.0 or newer version, old extensions will have this field displaying 'unknown' and all new extensions will display extension creation date First Use Date: Date/Time of the first extension use Example: 11 Jun :58:25 Field Type: Display Last Use Date: Date/Time of the last extension use Example: 11 Jun :25:12 Field Type: Display Network Related These options set important network related features such as the NAT status and IP address from which UAD/Phone registers to PBXware

59 Extensions 59 NAT (Network Address Translation): Tell PBXware if extension is located behind NAT Example: If extension 1000 is behind NAT in a remote location/network set this option to 'Yes'. If this option is not set to 'Yes' you may experience a 'one way audio problem'. Options to choose from: Yes - Remote extension is behind NAT No - Remote extension is not behind NAT (default value) Never - Never attempt NAT mode Route - Assume NAT but do not send rport Field Type: Option buttons Qualify: Timing interval at which PBXware checks UAD/Phone availability Example: This timing interval is set in milliseconds and it behaves like a 'ping' command. A request is send by PBXware and reply is expected from UAD/Phone. Default value for this option is 2500 (2.5 seconds) NOTE: To see availability of all PBXware extensions navigate to 'Monitor: Extensions' and check the 'Status' field which should be set to 'online/offline'. If 'unknown' is displayed, it means that this 'Qualify' value has not been set for the extension Host: UAD/Phone IP address Example: If UAD/Phone is on a static IP set its IP address here e.g In case that UAD/Phone is on dynamic IP address, set 'dynamic' here Field Type: [dynamic][0-9] Default IP: IP address used until UAD/Phone registers with PBXware Example: This IP address, e.g , will be used by PBXware until UAD/Phone registers on 'Host' IP address Caller ID These options identify caller by displaying his name and extension number on called party's UAD/Phone display. Note that following options are read only (taken from 'Name' and 'Number' fields). In order to change caller id information navigate to 'Enhanced Services: Caller ID'

60 60 PBXware System Administration Manual Set Caller ID: Enable caller id service Example: Selecting 'Yes' will enable the caller id service Field Type: Option buttons Caller ID: Caller id name and number information Example: Note that following options are read only (taken from 'Name' and 'Number' fields). In order to change the caller id information navigate to 'Enhanced Services: Caller ID' Field Type: Read-only Caller ID Presentation: Change the presentation for the caller id information Example: If experiencing problems with passing the caller id information to called party, select one of the presentation options here and place a call again. Issues with caller id information not being passed usually happen when placing calls over trunks. Before making any changes here, please make sure that service provider supports custom caller id information Field Type: Select box Voic These options mimic the functions of an answering machine but with many additional features added. Each extension created by default has an active mailbox with the same extension number. Note that all PBXware voice messages are saved on central file-system location instead of UAD/Phone

61 Extensions 61 Accessing voice-box: To access a voice-box dial '*123', enter extension PIN number and follow the instructions Leaving a voice message: When transferred to a voice-box user will hear '...Please leave your message after the tone. When done, hangup or press the # key' message. User has two options available: 1. Leave a voice message(ended by pressing '#' key or by hanging up), or 2. Reach an operator by dialing '0' If '0' is dialed, 'Press 1 to accept this recording, otherwise please continue to hold' message is heard User has two options: 1. Press '1' to save a message, after which the operator will be dialed. 'Please hold while i try that extension' will be heard, or 2. Continue to hold, which will delete a voice message, after which the operator will be dialed. 'Message deleted, please hold while i try that extension' will be heard. Voice mail filesystem usage: With continuous tone 60 seconds: wav49 = 91.0kb wav = 863.0kb gsm = 91.0kb With continuous silent tone 60 sec: wav49 = 0.38kb wav = 3.0kb gsm. = 0.32k b

62 62 PBXware System Administration Manual Voic Enable the voic service Example: Enabling this option will create extension voic box Field Type: Option buttons Mailbox: Mailbox number Example: Every system mailbox has its unique local network number. This option is the same as the extension number, e.g Field Type: Readonly Name:

63 Extensions 63 Subscriber's full name Example: Every PBXware voic box is assigned to a subscriber. This option displays subscriber name, is the same as the 'General: Name' field Field Type: Readonly PIN (Personal Identification Number): Voic authorization number Example: This option is used to verify subscriber before entering voice box and is the same as the 'General: PIN' field Field Type: Readonly address associated with the voice box Example: address provided here is used for voic notifications and is the same as the 'General: ' field Field Type: [a-z] [0-9] Pager Pager address associated with the voice box Example: Pager address provided here is used for new voic notification Field Type: [a-z] [0-9] Greeting message: Type of greeting message played to callers transferred to voice box Example: Select between 'Unavailable' and 'Busy' greeting message here. Field Type: Select box NOTE: Default unavailable message = 'The person at extension $NUMBER is unavailable. Please leave your message after the tone. When done hang up or press the # key' Default busy message = 'The person at ext $NUMBER is on the phone. Please leave your message after the tone. When done hang up or press the # key' To record custom unavailable or busy message, enter voice box (*123), press 0 for mailbox options and then press 1 to record unavailable or 2 to record BUSY message

64 64 PBXware System Administration Manual Reset Unavailable message: Resets custom recorded unavailable message Example: If extension uses custom recorded unavailable message, select 'Yes' here and click on 'Save' button to reset it back to default one Field Type: Option buttons Reset Busy message: Resets custom recorded busy message Example: If extension uses custom recorded busy message, select 'Yes' here and click on 'Save' button to reset it back to default one Field Type: Option buttons Skip Instructions: Do not play instructions on how to leave a voice message Example: By default, when user is transferred to a voice box, instructions on how to leave a voice message are played 'Please leave your message after the tone. When done hang up or press the # key'. Select 'Yes' disable/skip these instructions. Field Type: Option buttons Attach: Attach the voice message as a sound file to a voic notification Example: If this option is enabled, a sound file with a recorded message will be attached to a voic notification Field Type: Option buttons Delete After ing: Should voice mail be deleted from the file system after sending it as an attachment in notification Example: If this option is enabled, a sound file with a recorded voice message will be deleted from the file system after being sent as an attachment in notification Field Type: Option buttons Say Caller ID: Should PBXware announce extension number from which the voice message has been recorded when checking voice box

65 Extensions 65 Example: If this option is enabled, when checking voice box, 'From phone number {$NUMBER}' message will be heard Field Type: Option buttons Allow Review mode: Should callers be permitted to review their voice messages before committing them to voice box Example: If this option is disabled and user after leaving a voice message presses the '#' key, voice message is committed to voice box. But if this option is enabled, after pressing the '#' key user is offered three options: 1 to accept this recording 2 to listen to it 3 to re-record your message Select preferred option and follow the instructions Field Type: Option buttons Allow Operator: Should callers be allowed to reach an operator from the voice box options Example: If this option is enabled, and user after leaving a voice message presses the '#' key, 'Press 0 to reach an operator' will be heard. Once user dials 0, extension set as 'Operator Extension' will ring Field Type: Option buttons Operator Extension: Local extension number that acts as an operator Example: If 'Allow Operator' option is enabled, and user after leaving a voice message presses the '#' and '0' keys, extension set here, to act as an operator, will ring Play Envelope message: Should date/time and extension number from which the message was recorded be announced Example: If this option is enabled 'Received at $DATE, from phone number $NUMBER' message will be heard when checking voice messages Field Type: Option buttons Voic Delay: Pause in seconds made by PBXware before asking user for PIN/Password Example: Some UADs/Phones have tendency to garble the beginning of a sound file. Therefore, user

66 66 PBXware System Administration Manual checking the voice box when asked for password might hear '...sword' instead of 'Password'. Setting this field to '1' or '2' will provide one or two seconds of silence before playing the 'Password' message without missing the beginning of file Timezone: Sets the correct date/time stamp Example: By setting the correct time zone, user would always be notified of the exact date/time voice message was left on their box. Set the correct time zone if user is located in different time zone then PBXware. Field Type: Select box NOTE: Time zones are taken from '/usr/share/zoneinfo' system directory Groups These options define who is allowed to pickup our incoming calls, and whose calls we are allowed to pickup Call Group: The call group this extension belongs to Example: In a way similar to context grouping, only this option sets to which call group extension belongs to. Extension can be assigned to more call groups. Use commas (1,2,3...) or dashes(1,2-7) to assign an extension to two or more call groups. Note that allowed range is [,-] NOTE: Grouping works only within a technology(sip to SIP or IAX to IAX). Pickup Group: Call groups this extension is allowed to pickup Example: In a way similar to context grouping, only this option sets which call groups this extension is allowed to pickup. Extension can be assigned to more call groups. Use commas (1,2,3...) or dashes(1,2-7) to assign an extension to two or more call groups. Note that allowed range is [,-]

67 Extensions 67 NOTE: Grouping works only within a technology(sip to SIP or IAX to IAX). If extension 1000 belongs to call group 2, and extension 1005 has pickup group set to 2; to pickup a call from ringing extension 1000, dial *8 from extension If more call group extensions are ringing at the same time dial '*88 + $EXTENSION' to pickup specific ringing extension Call Control These options set the number of simultaneous incoming/outgoing extension calls Incoming Limit: Maximum number of simultaneous incoming calls Example: If extension receives more incoming calls then set here, they are all redirected to extension voice-box Outgoing Limit: Maximum number of simultaneous outgoing calls Example: With some UADs/Phones (Linksys SPA-941 for example) a call can be put on hold on line one, another call can be made on line two and PBXware will treat them as one call. On other UADs/Phones (EyeBeam for example) when one call is on hold, another one cannot be made when this, 'Outgoing Option' is set to Trunks These options allow extension to use its own default trunks and routes for all outgoing calls

68 68 PBXware System Administration Manual Primary/Secondary/Tertiary Trunk: Default trunks for all routes dialed from extension Example: If using these options, it is recommended that all three trunks are selected. If primary trunk cannot deliver the call, secondary trunk is used etc... Field Type: Select box NOTE: These options override default trunks on system level 'Settings: Default Trunks' Routes: Click here for more Permissions In this chapter we will cover: Destinations 68 Conferences 70 Enhanced Services 72 Call Monitoring Destinations These options grant/deny access to remote, local and other network destinations. Remote destinations are all destinations outside of PBXware network (proper/mobile numbers). Local destinations are all available PBXware extensions (extensions, conferences, ivrs, queues...). Other network destinations are other PBXware networks.

69 Extensions 69 When 'Destinations' button is clicked, and window bellow is displayed, it means that all remote, local and other network destinations are allowed for this extension. In order to edit the destinations manually click on 'Set destinations manually' button. When 'Set destinations manually' button is selected all available remote, local and other network destinations are displayed. Set preferred destination permissions and click on 'Save' button when done. You may choose between following permissions: Authorized PIN Required Not Authorized

70 70 PBXware System Administration Manual Conferences These options grant/deny access to PBXware conferences. You may choose between following permissions: Not Authorized PIN Required Authorized

71 Extensions 71 These options apply specific conference rules to extension Set talk only mode: Sets the talk only conference mode Example: With this option enabled, conference calls coming from this extension will be allowed to talk only (no voice will be heard on the UAD/Phone handset) Field Type: Check box

72 72 PBXware System Administration Manual Set listen only mode: Sets the listen only conference mode Example: With this option enabled, conference calls coming from the extension will be allowed to listen only (no voice will be sent from the UAD/Phone handset) Field Type: Check box Set admin mode: Sets the admin conference mode Example: With this option enabled, conference calls coming from the extension will be treated with admin privileges Field Type: Check box Set marked mode: Sets the marked conference mode Example: With this option enabled, conference calls coming from the extension will be treated with less then admin, but higher then regular conference participants privileges Field Type: Check box Allow user to exit by pressing #: Example: With this option enabled, user will be allowed to exit the conference by dialing the '#' key Field Type: Check box Allow user to exit with a valid single digit: Example: With this option enabled, user will be allowed to exit the conference by dialing any digit Field Type: Check box Enhanced Services These options grand/deny access to enhanced extension features such as custom caller id information, call pickup etc... Enhanced services are ordered by priority (marked by numbers 01, 02...). Higher the priority number equals higher precedence of the enhanced service. For example, due to similarity of 'Follow Me' and 'Group Hunt' services, if both enabled, 'Follow Me' will be executed due to higher precedence You may choose between following enhanced services permissions:

73 Extensions Not Authorized PIN Required Authorized In this chapter we will cover: - Caller ID 74 - Call Pickup 74 - Last Caller 74 - Call Filters & Blocking 75 - Do Not Disturb 77 - Call Forwarding 78 - Follow Me 80 - Group Hunt 82 - Speakerphone Page 85 - Instant Recording 86 - Delete Recordings 86 - Listen to Recordings 86 - Remote Access 86 73

74 74 PBXware System Administration Manual These options set custom caller id information (displayed on called party UAD/Phone display). Caller id can be set differently for local extensions and each of the trunks System/Network Caller ID: Caller id information displayed on local and other PBXwares in a network Example: Setting this option to 'JaKe 2oo7' and calling system extension 1005, or extension 1007 on other PBXware in a network, will display 'JaKe 2oo7' on both UAD/Phone displays Field Type: [a-z][0-9] Trunk CallerID: Caller id information displayed per trunk Example: Setting this option to 'JaKe 2oo7' for trunk ' ' will display 'JaKe 2oo7' on any UAD/ Phone reached over this trunk. NOTE: Custom caller id information must be allowed by the service provider Field Type: [a-z][0-9] This option enables user to pickup ringing calls of the same call group (See ' Extensions: Groups 66 ' for more) This option enables user to dial back the last extension that was calling him. For example, dial '*149' to hear the number of the last extension calling you and press '0' to call back that number NOTE: Access code for this service can be customized through 'Settings: Access Codes'

75 Extensions 75 These options filter and block all incoming calls based on a custom set of rules. For example, all anonymous calls can be blocked or redirected to voice box...

76 76 PBXware System Administration Manual

77 Extensions 77 Anonymous Calls: Action taken on anonymous calls (calls without caller id information) Example: If set to 'Always Busy', all calls marked as 'Anonymous' (without caller id information) will hear the busy signal Field Type: Select option Specific callers: Action taken when specific number dials Example: If set to '1000' and action taken is 'Busy', all extensions will be able to call in except extension 1000, which will hear the busy sound Field Type: Select option Telemarketer block: Block all telemarketer calls Example: Set to 'Yes' to block the telemarketer calls Field Type: Select option These options temporarily redirect all incoming calls to a preset destination (extension number or voice box). This service is time based and is set in hours Do Not Disturb: Activate the DND service Example: This service can be set only on a temporary basis. Select 'Temporary' to activate it

78 78 PBXware System Administration Manual Field Type: Option buttons Destination: Destination to be dialed once this service is enabled Example: Select 'Call Forward' here and provide (local/mobile/proper) number in the field bellow to redirect all calls to; or select 'Voic ' and set the voic box number Duration: Time in hours the service will be active Example: Set '1' to enable the service for one hour These options forward all incoming calls based on custom set of rules. For example, calls can be forwarded to other extensions (local/proper/remote) or voic boxes unconditionally or depending on whether extension is busy, nobody answers or when line is unavailable. To unconditionally forward all calls to extension 1000, from your extension dial '* '. To disable unconditional call forwarding dial '*72'. NOTE: Some UADs/Phones (Linksys SPA-941) use *72 for additional UAD/Phone features. Access code for 'Unconditional Call Forwarding' can be customized through 'Settings: Access Codes'.

79 Extensions 79 Play Call Forwarding Message: Notify users their call is being forwarded Example: If call is forwarded to proper/mobile numbers for example, callers should be notified about it. With this option enabled, caller would hear 'Please wait, your call is being forwarded. You're not being charged for the forwarding part of the call' message Field Type: Option buttons Unconditional: Forward all incoming calls Example: With this option enabled, all incoming calls are redirected to number/voice box set in the field bellow e.g Field Type: Option buttons Busy: Forward incoming calls if extension is busy Example: With this option enabled, all callers trying to reach this extension when the same is busy will be forwarded to number/voice box set in the field bellow e.g Field Type: Option buttons No Answer: Forward incoming calls if nobody answers Example: With this option enabled, if nobody answers the incoming call the same is forwarded to number/ voice box set in the field bellow e.g Field Type: Option buttons Line Unavailable: Forward incoming calls if line is unavailable Example: With this option enabled and if this extension is unavailable (not registered with the PBXware) all calls will be forwarded to number/voice box set in the field bellow e.g Field Type: Option buttons

80 80 PBXware System Administration Manual These options ring multiple extensions in sequential order NOTE: If placing calls to mobile/proper number it may take 2-3 seconds until call is placed over Zaptel Priority *: Local/Proper/Mobile numbers to be dialed

81 Extensions 81 Example: Provide a list of local/proper/mobile extensions that are to be dialled in sequential order when this extension is called. If first extensions does not answer the call, second one rings. If none of the 'Priority' extensions answers the call, caller gets redirected to 'Last Destination' extension Timeout: Ring time in seconds Example: Setting '20' here will ring each of the 'Priority' extensions for 20 seconds. If first extension does not answer during this timeout period, second extension is called etc... Last Destination: The last destination to be dialled Example: Extension number dialled if none of the 'Priority' extensions answers the call. In case that this 'Last Destination' does not answer the call, the call is redirected to 'Last Destination' voice box Dial Options: Additional call properties Example: These options additionally customize the call properties such as allowing the called party to transfer the call, to play MOH music instead of the ringtone etc... Field Type: [a-z] t - Allow the called user to transfer the call by hitting # T - Allow the calling user to transfer the call by hitting # r - Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don't insert this by default into all your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. 'r' makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so. R - Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod's bristuff. m - Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option 'r', obviously. Use m(class) to specify a class for the music on hold. o - Restore the Asterisk v1.0 Caller ID behaviour (send the original caller's ID) in Asterisk v1.2 (default: send this extension's number) j - Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels were busy (just like behaviour in Asterisk 1.0.x) M(x) - Executes the macro (x) upon connect of the call (i.e. when the called party answers) h - Allow the callee to hang up by dialing * H - Allow the caller to hang up by dialing * C - Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command P(x) - Use the Privacy Manager, using x as the database (x is optional)

82 82 PBXware System Administration Manual g - When the called party hangs up, exit to execute more commands in the current context. G(context^exten^pri) - If the call is answered, transfer both parties to the specified priority; however it seems the calling party is transferred to priority x, and the called party to priority x+1 A(x) - Play an announcement (x.gsm) to the called party. S(n) - Hangup the call n seconds AFTER called party picks up. d: - This flag trumps the 'H' flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered - see also RetryDial D(digits) - After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel. L(x[:y][:z]) - Limit the call to 'x' ms, warning when 'y' ms are left, repeated every 'z' ms) Only 'x' is required, 'y' and 'z' are optional. The following special variables are optional for limit calls: (pasted from app_dial.c) + LIMIT_PLAYAUDIO_CALLER - yes no (default yes) - Play sounds to the caller. + LIMIT_PLAYAUDIO_CALLEE - yes no - Play sounds to the callee. + LIMIT_TIMEOUT_FILE - File to play when time is up. + LIMIT_CONNECT_FILE - File to play when call begins. + LIMIT_WARNING_FILE - File to play as warning if 'y' is defined. If LIMIT_WARNING_FILE is not defined, then the default behaviour is to announce ('You have [XX minutes] YY seconds'). f - forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don't allow callerids from other extensions than the ones that are assigned to you. w - Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) W - Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) These options ring multiple extensions simultaneously NOTE: If placing calls to mobile/proper number it may take 2-3 seconds until call is placed over Zaptel

83 Extensions 83 Priority *: Local/Proper/Mobile numbers to be dialed Example: Provide a list of local/proper/mobile extensions that are to be dialled instantaneously when this extension is called. All extensions will for for a number of seconds provided in a 'Timeout' field. If none of the 'Priority' extensions answers the call, caller gets redirected to 'Last Destination' extension

84 84 PBXware System Administration Manual Timeout: Ring time in seconds Example: Setting '20' here will ring all 'Priority' extensions for 20 seconds. If none of the 'Priority' extensions answers the call, caller gets redirected to 'Last Destination' extension Last Destination: The last destination to be dialled Example: Extension number dialled if none of the 'Priority' extensions answers the call. In case that this 'Last Destination' does not answer the call, the call is redirected to 'Last Destination' voice box Dial Options: Additional call properties Example: These options additionally customize the call properties such as allowing the called party to transfer the call, to play MOH music instead of the ringtone etc... Field Type: [a-z] t - Allow the called user to transfer the call by hitting # T - Allow the calling user to transfer the call by hitting # r - Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don't insert this by default into all your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. 'r' makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so. R - Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod's bristuff. m - Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option 'r', obviously. Use m(class) to specify a class for the music on hold. o - Restore the Asterisk v1.0 Caller ID behaviour (send the original caller's ID) in Asterisk v1.2 (default: send this extension's number) j - Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels were busy (just like behaviour in Asterisk 1.0.x) M(x) - Executes the macro (x) upon connect of the call (i.e. when the called party answers) h - Allow the callee to hang up by dialing * H - Allow the caller to hang up by dialing * C - Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command P(x) - Use the Privacy Manager, using x as the database (x is optional) g - When the called party hangs up, exit to execute more commands in the current context. G(context^exten^pri) - If the call is answered, transfer both parties to the specified priority; however

85 Extensions 85 it seems the calling party is transferred to priority x, and the called party to priority x+1 A(x) - Play an announcement (x.gsm) to the called party. S(n) - Hangup the call n seconds AFTER called party picks up. d: - This flag trumps the 'H' flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered - see also RetryDial D(digits) - After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel. L(x[:y][:z]) - Limit the call to 'x' ms, warning when 'y' ms are left, repeated every 'z' ms) Only 'x' is required, 'y' and 'z' are optional. The following special variables are optional for limit calls: (pasted from app_dial.c) + LIMIT_PLAYAUDIO_CALLER - yes no (default yes) - Play sounds to the caller. + LIMIT_PLAYAUDIO_CALLEE - yes no - Play sounds to the callee. + LIMIT_TIMEOUT_FILE - File to play when time is up. + LIMIT_CONNECT_FILE - File to play when call begins. + LIMIT_WARNING_FILE - File to play as warning if 'y' is defined. If LIMIT_WARNING_FILE is not defined, then the default behaviour is to announce ('You have [XX minutes] YY seconds'). f - forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don't allow callerids from other extensions than the ones that are assigned to you. w - Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) W - Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) This option is used to transmit a message to multiple phones over their loudspeakers Enter extensions here: A group of extensions that will receive a call Example: Setting this field to '1000,1001,1002' and dialing '*399' from this extension will send a call to loudspeakers of 1000, 1001 and 1002 UAD/Phone [,] NOTE: UAD/Phone by default has 10 seconds to auto answer The call will be transferred to intercom if UAD/Phone supports this service, otherwise the call will fail

86 86 PBXware System Administration Manual This option is used for instantaneous call recording. Anytime during conversation dial '*159' and the call will be recorded from the point you have dialled the number NOTE: Access code for this service can be customized through 'Settings: Access Codes' Silent: Should parties in conversation be informed that call is being recorded Example: With this option enabled, both parties in call will hear 'Recorded' message during the conversation Field Type: Option buttons This option is used to delete recorded calls via 'Self Care: CDR: Advanced' options This option is used to playback all extension recorded calls. To playback the files, login into 'Self Care', navigate to 'CDR', select a sound file you wish to hear and click on 'Play' button. The sound file will be downloaded to your desktop NOTE: Sound files are marked with a round blue icon. This option allow PBXware access from remote location. For remote access IVR needs to be set with following options: 'IVR option 4 for example'='remote access', 'Extensions'='Destination'. Once remote user enters IVR and presses digit '4', PBXware will ask for user extension and PIN number (both confirmed with '#' key). If provided extension and PIN numbers are valid, user will hear a dial tone and will be able to make a call.

87 Extensions Call Monitoring This option allows user to monitor conversations of other PBXware extensions in real time. For example, extensions 1000 and 1001 are in conversation. Extension 1005 dials '* '. From that moment, active call and all other calls made by extension 1000 will be heard by extension 1005 until extension 1005 hangs up Window bellow displays all monitored extensions by extension number and monitoring permission Extension: Monitored UAD/Phone extension number Example: 1002 Field Type: Display Permission:

88 88 PBXware System Administration Manual Permissions for monitored UAD/Phone Example: PIN Field Type: Display Edit monitored UAD/Phone configuration Example: Click to edit monitored UAD/Phone configuration Field Type: Button Delete monitored UAD/Phone configuration Example: Click to delete monitored UAD/Phone configuration Field Type: Button Clicking on 'Add extension' button will add new extension to monitoring list Extension: Extension number that is to be monitored. Example: Set '1000' here to monitor extension with that network number. Set 'ALL' here to monitor all PBXware extensions [ALL] Permission: Permissions for accessing monitored extension Example: Access Granted - Monitor by dialling '*199+$EXTENSION' only (without providing PIN number) PIN Required - Monitor by dialling '*199+$EXTENSION' and providing a PIN number No Access - Do not monitor this extension but leave its configuration in 'Monitoring' window Field Type: Select box

89 Extensions Auto Provisioning These options are used for UAD/Phone auto provisioning. configuration file is created on PBXware TFTP server from where UAD/Phone picks it up Auto Provisioning: Enable auto provisioning service for this extension Example: Select 'Yes' to enable auto provisioning and provide more details in the fields bellow Field Type: Option Buttons MAC Address( Media Access Control ): UAD/Phone MAC address Example: Every UAD/Phone has a unique MAC address. It is a 48-bit hexadecimal number, 12 characters long and usually printed on UAD's/Phone's back. Provide this MAC address here e.g. 000E08DE31EB Field Type: [a-z] [0-9] DHCP ( Dynamic Hosts Configuration Protocol ): Select whether UAD/Phone is on DHCP or static IP address Example: By default all UADs/Phones should be on dynamic IP addresses. In this case select 'DHCP' here. If UAD/Phone is in static IP address, select 'Static' here and provide additional network information in the fields bellow Field Type: Option buttons Static IP:

90 90 PBXware System Administration Manual Static UAD/Phone IP address Example: Set UAD/Phone static IP address here e.g [.] Netmask: Netmask applied for UAD/Phone static IP address Example: If UAD/Phone static IP address is , netmask set here is [.] Gateway: UAD/Phone gateway IP address Example: If UAD/Phone static IP address is , gateway set here by default would be [.] DNS Server1 and Server2( Domain Name Server ): DNS Server IP address Example: LAN DNS IP address (usually the same IP address as your gateway e.g ) [.] Call Properties These options fine tune advanced incoming/outgoing call settings Ringtime:

91 Extensions 91 UAD/Phone ring time in seconds Example: If '32' is set here, UAD/Phone will ring for 32 seconds before the call is considered unanswered Incoming Dial Options: Advanced dial options for all incoming calls Example: This option fine tunes incoming call properties. By providing 't' here, receiver will be able to transfer caller to other extensions. For a list of all advanced options see bellow Field Type: [a-z] Outgoing Dial Options: Advanced dial options for all outgoing calls Example: This option fine tunes outgoing call properties. By providing 'T' here, caller will be able to transfer receiver to other extensions. For a list of all advanced options see bellow Field Type: [a-z] Dial Options: t - Allow the called user to transfer the call by hitting # T - Allow the calling user to transfer the call by hitting # r - Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don't insert this by default into all your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. 'r' makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so. R - Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod's bristuff. m - Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option 'r', obviously. Use m(class) to specify a class for the music on hold. o - Restore the Asterisk v1.0 Caller ID behaviour (send the original caller's ID) in Asterisk v1.2 (default: send this extension's number) j - Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels were busy (just like behaviour in Asterisk 1.0.x) M(x) - Executes the macro (x) upon connect of the call (i.e. when the called party answers) h - Allow the callee to hang up by dialing * H - Allow the caller to hang up by dialing * C - Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command P(x) - Use the Privacy Manager, using x as the database (x is optional) g - When the called party hangs up, exit to execute more commands in the current context. G(context^exten^pri) - If the call is answered, transfer both parties to the specified priority; however it seems the calling party is transferred to priority x, and the called party to priority x+1

92 92 PBXware System Administration Manual A(x) - Play an announcement (x.gsm) to the called party. S(n) - Hangup the call n seconds AFTER called party picks up. d: - This flag trumps the 'H' flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered - see also RetryDial D(digits) - After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel. L(x[:y][:z]) - Limit the call to 'x' ms, warning when 'y' ms are left, repeated every 'z' ms) Only 'x' is required, 'y' and 'z' are optional. The following special variables are optional for limit calls: (pasted from app_dial.c) + LIMIT_PLAYAUDIO_CALLER - yes no (default yes) - Play sounds to the caller. + LIMIT_PLAYAUDIO_CALLEE - yes no - Play sounds to the callee. + LIMIT_TIMEOUT_FILE - File to play when time is up. + LIMIT_CONNECT_FILE - File to play when call begins. + LIMIT_WARNING_FILE - File to play as warning if 'y' is defined. If LIMIT_WARNING_FILE is not defined, then the default behaviour is to announce ('You have [XX minutes] YY seconds'). f - forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don't allow callerids from other extensions than the ones that are assigned to you. w - Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) W - Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) Speakerphone Page Auto-Answer SIP Header These options are used to transmit a message to multiple phones over their loudspeakers Choose Device Type: Set predefined UAD/Phone type for this extension Example: By selecting a device type here (for Sipura phones select 'Sipura' here), custom SIP page header will be assigned to this extension every time paging is executed Field Type: Select box Custom Header: Custom SIP page header Example: If UAD/Phone is not listed under 'Choose Device Type' option, you may set a custom SIP header

93 Extensions 93 string here. Default value for all other UADs/Phones is 'Call-Info:\;answer-after=0' Field Type: [a-z][0-9] Codecs Codecs are used to convert analog to digital voice signals and vice versa. These options set preferred codecs used by the extension. NOTE: If some of the codecs are disabled (cannot be selected), navigate to 'Settings: Servers: Edit: Default Codecs' and enable them under the 'Local' group Disallow: This field is very unique indeed. In order to work properly, this option must always be set to 'disallow all' Allow: Codecs UAD/Phone is allowed to use Example: Codecs vary in the sound quality/bandwidth they use (see bellow for more info). Select a box next to a codec name to allow UAD/Phone to use that codec Field Type: Check box Codec bandwidth usage: ITU G.711 ulaw ITU G.711 alaw ITU G ITU G.726 ITU G.729 GSM ilbc - 64 Kbps, sample-based, used in US - 64 Kbps, sample-based, used in Europe - (5.3/6.3 Kbps, 30ms frame size - 16/24/32/40 Kbps - 8 Kbps, 10ms frame size - 13 Kbps (full rate), 20ms frame size - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size

94 94 PBXware System Administration Manual Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks Recording This group of options is used to record all incoming/outgoing calls made by the extension NOTE: - Laws in some countries may require notifying the parties that their call is being recorded. - Recorded calls, marked with icon, can be access from 'Self Care Interface' or 'Reports: CDR' PBXware' menu. - Call are recorded in audio format set under 'Settings: Servers: Recordings Format'. Record Calls: Enable call recording service Example: Select 'Yes' to enable the service. All incoming/outgoing calls will be recorded. If using call recording with many extensions, check server disk space from time to time. Please see below for bit rates table Field Type: Options buttons Silent: Set weather call recordings should be announced to parties in conversation Example: If Silent=No, calling parties will hear 'Recorded' or 'This call is recorded' message before their conversation starts Field Type: Options buttons

95 Extensions 95 Disk Space Used By Call Recording: With continuously tone 60 seconds: wav49 = 84.5kb wav = 833.0kb gsm = 85.0kb With continuously silent tone (without sound) 60 seconds: wav49 = 84.0kb wav = 827.0kb gsm = 84.0kb Presence Some UADs/Phones support hints/presence feature. This feature identifies the status of other UADs/ Phones on the network. Properly identifying UAD/Phone status results in batter handling of calls. For example, if extension is busy, caller will hear busy and not the unavailable dial sound Presence/Hints supported UADs: Snom 190(Firmware >= 3.60s), 320/360(Firmware >= 4.1) Polycom IP30x/IP50x/IP600 Xten EyeBeam Grandstream GXP2000 (Firmware >= ) Aastra 480i Aastra 9133i CLI: Presence/Hints can be checked by command line as well. From PBXware console type '/home/ servers/pbxware/sh/asterisk -rvvvvvvvvvv' and type 'show hints' to view the presence information. > show hints -= Registered Asterisk Dial Plan Hints =1009 : SIP/1009 State:Idle 2001 : SIP/2001 State:Idle 1020 : SIP/1020 State:InUse 1016 : SIP/1016 State:Unavailable 1008 : SIP/1008 State:Idle 1006 : SIP/1006 State:Unavailable 1000 : SIP/1000 State:Ringing 1003 : SIP/1003 State:Unavailable 1030 : SIP/1030 State:Unavailable 1234 : IAX2/1234 State:Unavailable 7777 : IAX2/7777 State:Idle 1017 : IAX2/1017 State:Unavailable Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0 Watchers 0

96 96 PBXware System Administration Manual hints registered Presence Enabled: Enable presence/hints service Example: Select 'Yes' to enable presence support Field Type: Option buttons User Agent Auto Provisioning Template This option allows adding of additional settings to auto-provisioning template. Auto-provisioning settings are generally defined in the 'Settings: UAD' and are custom set for each device. NOTE: Unless absolutely sure, do not change or add to this template.

97 Extensions Additional Config This option is used for providing additional config parameters for SIP, IAX and MGCP configuration files. Values provided here will be written into these configuration files. NOTE: Unless absolutely sure, do not change or add to this template. 4.2 Custom Custom extensions are used for executing custom PBXware commands/scripts. T his screen lists all PBXware custom extensions with the following details: Extension:

98 98 PBXware System Administration Manual Custom extension network number Example: Dial this number to execute a custom PBXware script (e.g. 7777) Field Type: Display Context: Context custom extension belongs to Example: custom Field Type: Display Edit custom extension configuration Example: Click to edit custom extension configuration Field Type: Button Delete custom extension configuration Example: Click to delete a custom extension from the system Field Type: Button Search Search bar filters custom extensions by name, and number Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] Name: Should search filter be applied to names UADs are registered to Example: Check the box to search the names Field Type: Check box Should search filter be applied to addressed associate with the UADs Example: Check the box to search the addresses Field Type: Check box Number: Should search filter be applied to extension numbers

99 Extensions 99 Example: Check the box to search extension numbers Field Type: Check box Add/Edit Custom Extension To add new custom extension click on 'Add custom extension' button NOTE: Custom extensions do not belong to 'default' system context. Their actions are set under 'Settings: Conf Files: Extensions' configuration file Extension: System extension number Example: Setting '1002' here will create new system extension with the same network number. Dial this number to execute custom script set under 'Settings: Conf Files: Extensions' Context: Every system extension belongs to a certain system context. Context may be described as a collection/ group of extensions. Default context used by the PBXware is 'default' and must not be used by Custom extensions Example: Set this field to 'test' for example Field Type: [a-z] [0-9] Extensions.conf sample: Navigate to 'Settings: Conf Files: Extensions' and add following lines to the bottom of the file

100 100 PBXware System Administration Manual [test] exten => 1002,1,Answer() exten => 1002,2,Playback(hello-world) exten => 1002,3,Hangup() Click 'Save' button. Reload PBXware and dial 1002 extension. 'Hello world' will be played from the other end :) 4.3 Ring Groups Ring Groups are used to group a number of UADs/Phones into one network destination. Each Ring Group is assigned a network number which once dialed rings all extensions assigned to group. Ring Group: Ring group name Example: Accounts Field Type: Display Extension: Ring group extension number Example: Once user dials this number all destinations assigned to ring group will ring (e.g. 1111) Field Type: Display Destinations: Extension numbers assigned to a ring group Example: Once a ring group number is dialed all destinations set here will ring at the same time (e.g. 1001, 1002, ) Field Type: Display Last Destination: Last destination to be called if none of the destination extensions answers the call Example: 1010 Field Type: Display Edit ring group configuration Example: Click to edit ring group configuration Field Type: Button

101 Extensions Delete ring group from the system Example: Click to delete a ring group from the system Field Type: Button Add/Edit Ring Group Clicking on 'Add Ring Group' or 'Edit' button will open following ring group options: Name: Unique Ring group name Example: Set 'Accounts' here to create the same ring group Field Type: [a-z][0-9] Extension: Unique network number associated with the Ring group Example: When this number is dialed, all extensions associated with it will ring at the same time 101

102 102 PBXware System Administration Manual Extensions: System extensions associated with the ring group Example: Provide an extension list separated by commas here (e.g. 1001,1002, ). When ring group 'Extension' number is dialed, all extensions set here will ring at the same time. NOTE: If all destinations fail after 'timeout', 'Last Destination' will be called Advanced Options These options fine-tune ring group settings with additional options

103 Extensions 103 Greeting: Greeting sound file played to callers when Ring group is dialed Example: Select 'greeting-default-attendant' for example. Any user that calls this ring group will hear this sound file played to them before all ring group extensions are dialed Field Type: Select box Announce: Sound file played to caller if his call does not get answered by any of the ring group extensions. NOTE:

104 104 PBXware System Administration Manual Sound file must have 'announce-' name prefix (e.g. 'announce-unavailable') Example: John dials ring group 1000, but nobody answered his call. Sound file selected here will be played to John and then his call will be transferred to 'Last Destination' extension. Field Type: Select box Loops: How many times to dial all extensions again if nobody answers Example: John dials Ring group 1000, but nobody answered his call. If this option is set to '2', all extensions will be dialed one more time before transferring his call to 'Last Destination' Timeout: How many seconds will all ring group extension ring before the call is considered unanswered Example: This option is set to 20. John dials ring group All Extensions will ring for 20 seconds before timeout occurs. Depending on whether 'Loop' option is set, all extension will be rung again, or John will be transferred to 'Last Destination' Dial Options: Additional call options assigned to a ring group Example: To play music to ring group callers set this field to 'm($class)', where m = MOH class e.g. m ('default'). Please check details on the bottom Field Type: [a-z] Last Destination: Last destination to be dialed if none of the ring group extensions answers the call Example: John dials Ring group 1000, but nobody answered his call. Sound file selected under 'Announce' is played to John and his call is be transferred to extension number set here. Record Calls:

105 Extensions 105 Enable call recording service Example: Select 'Yes' to enable the service. All incoming/outgoing calls will be recorded. If using call recording with many extensions, check server disk space from time to time. Please see below for bit rates table. Field Type: Options buttons Silent: Set weather call recordings should be announced to parties in conversation. Example: If Silent=No, calling parties will hear 'Recorded' or 'This call is recorded' message before their conversation starts Field Type: Options buttons Exit Digit: Exit digit that transfers the call to 'Exit Destination' Example: John dials ring group While all extensions are ringing John presses 'Exit digit' set here (e.g. 9) and his call is transferred to 'Exit Destination'. Exit Extension: PBXware extension to which the call is transferred once user dials the 'Exit Digit' Example: John dials ring group While all extensions are ringing John presses the 'Exit Digit' and his call is transferred to 'Exit Destination' provided here (e.g. 2001) Disk Space Used By Call Recording: With continuously tone 60 seconds: wav49 = 84.5kb wav = 833.0kb gsm = 85.0kb With continuously silent tone (without sound) 60 seconds:

106 106 PBXware System Administration Manual wav49 = 84.0kb wav = 827.0kb gsm = 84.0kb Dial Options: t - Allow the called user to transfer the call by hitting # T - Allow the calling user to transfer the call by hitting # r - Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don't insert this by default into all your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. 'r' makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so. R - Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod's bristuff. m - Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option 'r', obviously. Use m(class) to specify a class for the music on hold. o - Restore the Asterisk v1.0 Caller ID behaviour (send the original caller's ID) in Asterisk v1.2 (default: send this extension's number) j - Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels were busy (just like behaviour in Asterisk 1.0.x) M(x) - Executes the macro (x) upon connect of the call (i.e. when the called party answers) h - Allow the callee to hang up by dialing * H - Allow the caller to hang up by dialing * C - Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command P(x) - Use the Privacy Manager, using x as the database (x is optional) g - When the called party hangs up, exit to execute more commands in the current context. G(context^exten^pri) - If the call is answered, transfer both parties to the specified priority; however it seems the calling party is transferred to priority x, and the called party to priority x+1 A(x) - Play an announcement (x.gsm) to the called party. S(n) - Hangup the call n seconds AFTER called party picks up. d: - This flag trumps the 'H' flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered - see also RetryDial D(digits) - After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel. L(x[:y][:z]) - Limit the call to 'x' ms, warning when 'y' ms are left, repeated every 'z' ms) Only 'x' is required, 'y' and 'z' are optional. The following special variables are optional for limit calls: (pasted from app_dial.c) + LIMIT_PLAYAUDIO_CALLER - yes no (default yes) - Play sounds to the caller. + LIMIT_PLAYAUDIO_CALLEE - yes no - Play sounds to the callee. + LIMIT_TIMEOUT_FILE - File to play when time is up. + LIMIT_CONNECT_FILE - File to play when call begins. + LIMIT_WARNING_FILE - File to play as warning if 'y' is defined. If LIMIT_WARNING_FILE is not defined, then the default behaviour is to announce ('You have [XX minutes] YY seconds'). f - forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don't allow callerids from other extensions than the ones that are assigned to you. w - Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) W - Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon)

107 Extensions Find Phones Find Phones is used to search and configure all available UADs/Phones on the local network. NOTE: Please make sure that all UADs/Phones are reset to factory defaults and using port 5060 before performing the search operation. Start IP: IP address from which search is started Example: Field Type: IP Address End IP: IP address with which search is ended Example: Field Type: IP Address Start: Start UADs network search Example: Click to start Field Type: Button

108 108 PBXware System Administration Manual Skip: Skip UADs network search Example: Click to skip the search step Field Type: Button UADS In this chapter we will cover: - Find UADs Configure UADs Found UADs This screen displays all UADs/Phones found on the local network and displays them with the following details: NOTE: In order to restart the search, please click on the 'Restart search' button UAD:

109 Extensions 109 UAD/Phone model detected Example: Linksys SPA941 (5.1.5) Field Type: Display IP Address: UAD/Phone IP address on the network Example: If this ip is clicked, UAD/Phone web interface will open in new browser window Field Type: Display MAC: UAD/Phone MAC address Example: 00:0E:0E:DE:3E:EE Field Type: Display Activation: Set the way UAD/Phone is to be configured Example: Not Activated - Skip extension Activated - Create extension in interface only and do nothing else Auto Provisioning - Create extension in interface and configuration file in TFTP directory (Requires device reboot) Auto Configuration - Create extension in interface, configuration file in TFTP, go into UAD/Phone web interface, configure details there and reboot the phone Field Type: Select box Configure UADs This screen displays the options for configuring of the UAD/Phone lines:

110 110 PBXware System Administration Manual Use: Select whether new phone line is to be created or existing system extension details are to be applied Example: If you select 'New' provide all necessary details for the extension or select one of the system extensions to configure phone line with its details Field Type: Select box Name: Full name of the person using the Extension. This name i sent in a Caller ID information Example: Setting 'Joanna Cox' here will show this name on other UAD/Phone display when the call is made Field Type: [a-z][0-9] address associated with the extension and used for various system notifications Example: Setting here will transfer all voic notifications, Extension PIN and other details to this Field Type: [a-z][0-9] Ext: System extension number Example: Setting '1008' here will create new system extension with the same network number. By default, this field is automatically populated, but can be changed to any extension number. PIN (Personal Identification Number): Four digit number used for account authorization. NOTE: This number must always be four (4) digits long Example: If PIN for this extension is set to '8474', provide it when asked for it by the PBXware when checking your voice inbox or other enhanced services Secret: Secret/Password used by the UAD/Phone for the registration with the PBXware

111 Extensions Example: By default this field is automatically populated, but can be changed to any value Field Type: [a-z][0-9] 111

112 Part V

113 Trunks Trunks Trunks are a transmission lines between two systems. This transmission is done using a wide range of PSTN and VOIP technologies. This screen lists all system Trunks with the following details Name: Trunk name Example: TrunkName/ Field Type: Display Provider: Provider template name Example: SIP TRUNK Field Type: Display Channels: Number of incoming/outgoing channels used by the trunk Example: 4/4 Field Type: Display Trunk Type: Type of a trunk Example: PSTN/VOIP Field Type: Display

114 114 PBXware System Administration Manual Protocol: Protocol used by the trunk Example: SIP/IAX Field Type: Display Edits the trunk configuration Example: Click to edit trunk configuration Field Type: Button Deletes a trunk from the system Example: Click to delete a trunk from the system Field Type: Button 5.1 Search Search bar filters trunks by name and provider Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] Name: Should search filter be applied to trunk names Example: Check the box to search trunk names Field Type: Check box Provider: Should search filter be applied to provider names Example: Check the box to search provider names Field Type: Check box 5.2 Add/Edit Trunk When adding new trunk, first step requires 'Provider' and 'Device' selection. NOTE: Although new trunk can be created without it, it is preferred that 'Provider' template is created first

115 Trunks 115 under 'Settings: Providers' Provider: Select a service provider template Example: BT Field Type: Select box Device: If the providers service requires a device in order to provide the service, this field will become visible. Example: None, T100 Field Type: Select box VoIP Second step of the trunk installation and trunk edit command, opens the following options Name or Number: Some providers require this field to be equal to DID number (e.g ); but if connecting two systems, IP address may be used as well. Example: , myvoiceboxlink

116 116 PBXware System Administration Manual Field Type: [a-z] [0-9] Emergency trunk: Should emergency services (Police, Ambulance etc) be dialed through this trunk Example: Dialling 911 will pass the call through this trunk Field Type: Option buttons Peer Host: IP of a peer host system sends the calls to Example: Field Type: IP Address Username: Username for authenticating with the service provider Example: Peer Username: Peer username for authenticating with the service provider Example: Field Type: [a-z] [0-9] Secret: Secret/Password used for authenticating with the service provider Example: Field Type: [a-z] [0-9] Peer secret: Peer secret/password used for authenticating with the service provider Example: Field Type: [a-z] [0-9]

117 Trunks Advanced Options In this chapter we will cover: - General Network Related Channels Authentication Codecs General These options are used frequently and required for normal trunk operation. Some of these fields are preconfigured with the default values. It is not recommended to change them.

118 118 PBXware System Administration Manual User Type: User's relationship to the system Example: user - Trunk accepts incoming calls only peer - Trunk makes outgoing calls only friend - Trunk does both incoming and outgoing calls Field Type: Select box DTMF Mode (Dual Tone Multi-Frequency): Trunk DTMF mode. A specific frequency (consisting of two separate tones) to each key so that it can easily be identified by a microprocessor Example: inband - inband audio(requires 64 kbit codec - alaw, ulaw) rfc default info - SIP INFO messages Field Type: Select box Context: Contexts define a scope within the PBXware. Trunk context cannot be modified and is same as the trunk name or number Example: Field Type: [a-z][0-9] Status: Set trunk status on the system Example: Rather then deleting the trunk you can disable it on system level by selecting 'Not Activated' here Field Type: Select box Qualify: Timing interval in milliseconds at which a 'ping' is sent to a host in order to find out its status Example: Set this field to 2000 for example. If more time then provided here is needed to reach the host, host is considered offline VoiceMaster Trunk:

119 Trunks 119 Set whether this trunk leads to VoiceMaster gateway Example: If you have a VoiceMaster gateway and are creating this trunk to connect it with this system, select 'Yes' here Field Type: Option buttons Country: Country where service provider resides Example: Select USA for example if provider is from United States Field Type: Select box National Dialing Code: National dialing code used at the trunk destination Example: For USA 1, United Kingdom, Germany 0 International Dialing Code: International dialing code used at the trunk destination Example: For USA 011, United Kingdom, Germany 00 E164 Accepted: Does the trunk support dialing destinations in E164 format Example: Enabling this option will reformat any dialled number into following form COUNTRY_CODE + AREA_CODE + DIALED_NUMBER. For example, if you dial , system will dial Field Type: Option buttons Pass-thru mode: Pass the digits dialed without any conversion (E164, National, Area code). NOTE: When active, 'Leave National Code and 'Local Area Code' will be disabled Example: If this option is disabled PBXware will convert all dialed numbers to E164 format (COUNTRY_CODE + AREA_CODE + DIALED_NUMBER) and then make a call to converted number. If this option is enabled, PBXware will call directly DIALED_NUMBER without making any number conversions

120 120 PBXware System Administration Manual Field Type: Option buttons Leave National Code: In some countries, national code is stripped automatically. If set to 'Yes', national code will not be stripped from the dialed number. NOTE: Before settings this option to 'Yes', go to 'Settings: Servers' and enable this options as well. Example: John dials With this option enabled Local Area Code: Add local area code to dialed number, if required by service provider. (By default, local area code is stripped when dialing) Example: User dials , local area code is 212. If call goes through this trunk PBXware will dial Prefix: Value added to all dialed numbers going over the trunk Example: Prefix 5, Dialed number 123, System dials 5123 Outbound Caller ID: If Caller ID is not set by UAD, value provided here will be used instead for all outgoing calls Example: Allow ES Caller ID: Should ES (Enhanced Services) caller id be allowed over this trunk Example: Any extension can set custom caller id for each system trunk. With this option enabled, that caller id will be used instead of the trunk outbound caller id

121 Trunks Network Related These options set important network related values regarding NAT Canreinvite: Should you allow RTP voice traffic to bypass PBXware Example: Some devices do not support this especially if one of them is behind a NAT Field Type: Options buttons NOTE: All enhanced services for the extension have to be disabled Default IP: IP address to be used until registration Example: Field Type: IP Address Channels Incoming Limit: Number of simultaneous incoming calls trunk can handle 121

122 122 PBXware System Administration Manual Example: 4 equals to four simultaneous incoming calls. Any additional calls will get the busy sound Outgoing Limit: Number of simultaneous outgoing calls trunk can handle Example: 4 equals to four simultaneous outgoing calls. Any additional calls attempting to use this trunk will be rejected or will be redirected to other trunks depending on what is set in the system/extensions Notransfer: Disable native IAX transfer Example: Field Type: Option buttons Send ANI: Should ANI ("super" Caller ID) be sent over this trunk Example: Set 'Yes' to enable Field Type: Option buttons Trunk: Use IAX2 trunking with this host Example: Set 'Yes' to enable Field Type: Option buttons

123 Trunks Authentication Host: IP address of a host trunk is connecting to Example: Enter host IP, for example or set 'dynamic' if host is behind dynamic IP address [a-z] Register: Method for registering to remote server Example: Providers may require different way of registration to their server. You may choose between 'registration not required', 'register with phone number' and 'register with username' Field Type: Select box Register suffix: Service provider may request different registration methods for their services. Select the proper method, as required by the provider Example:

124 124 PBXware System Administration Manual From Domain: From domain data required by some providers Example: If your provider requires this information, provide the exact value here Field Type: [a-z][0-9] Auth Method: Authentication method required by provider Example: md5 Field Type: [a-z] [0-9] RSA key: RSA authentication key Example: If Auth Method is set to RSA, then provide the RSA key here Field Type: [a-z][0-9] Encryption: Should encryption be used when authenticating with the peer Example: Field Type: [a-z][0-9] Codecs Codecs are used to convert analog to digital voice signals and vice versa. These options set preferred codecs used by the extension. NOTE: If some of the desired codecs cannot be checked, go to 'Settings: Servers: Edit: Default Codecs' and enable them under the 'Remote' group.

125 Trunks 125 Disallow: Set the codecs trunk is now allowed to use Example: This field is very unique. In order to work properly, this setting is automatically set to 'Disallow All' and it cannot be modified Field Type: Read only Allow: Codecs that are allowed in 'Settings: Server' will be enabled for selection. Example: all ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks. Field Type: Check boxes

126 PBXware System Administration Manual PSTN Name: Trunk name/number Example: for example Field Type: [a-z][0-9] Emergency trunk: Should emergency services (Police, Ambulance etc) be called over this trunk Example: Select 'Yes' in order to dial emergency services over this trunk Field Type: Option buttons Channels Which card channels are used Example: If channel 2 and 4 are used on your card, set '2,4' here. If all four channels are used set '1-4' here, [,-] Group Every ZAPTEL trunk has to belong to a group. Selecting any group will enable the trunk Example: With most of the cards this option is auto detected and set. If that is the case with your card do not change this field Field Type: Select box

127 Trunks 127 FXS Kewlstarts: Signaling protocol for analog circuits that better detects far-end disconnects Example: Select card channels to be monitored with it. For example '1,4' or '1-4'. These numbers should match the 'Channel(s)' field, [,-] Country: Destination of the trunk connection Example: If your system is located in USA, select USA here Field Type: Select box E164 Accepted: Does the trunk support dialing destinations in E164 format Example: Enabling this option will reformat any dialled number into following form COUNTRY_CODE +AREA_CODE+DIALED_NUMBER. For example, if you dial , system will dial Field Type: Option buttons International Dialing Code: International dialing code at the trunk destination Example: For USA 011, United Kingdom, Germany Advanced Advanced options section contains all fields which relate to zapata and zaptel configuration files: Zapata 128 Configuration of your hardware interface(s) Zaptel 147 Configuration to use your hardware interface(s)

128 128 PBXware System Administration Manual Zapata In this chapter we will cover: - General RX/TX PRI Caller ID Echo Canceller Call Features Call Indications Call Groups FXS Channels Locality Other Zapata Options Span Other Zaptel Channels Dynamic Span FXO Channels PRI Channels General Language: Default language Example: us Field Type: Select box

129 Trunks 129 Context: Contexts define a scope within the PBXware. Example: default Field Type: [a-z][0-9] Status: Trunk status Example: Active Not Activated Field Type: Select box Signalling: Signalling method Example: default FXS Loopstart FXS Groundstart FXS Kewlstart FXO Loopstart FXO Groundstart FXO Kewlstart PRI CPE side PRI Network side BRI CPE side BRI Network side BRI CPE PTMP BRI Network PTMP Field Type: Select box Music On Hold: Select which class of music to use for music on hold. If not specified then the 'default' will be used Example: default Field Type: Select box Mailbox:

130 130 PBXware System Administration Manual Define a voic context Example: 1234, Field Type: [a-z][0-9] Group Method: Example: Field Type: [a-z][0-9] RX/TX RX Wink: Set timing parameters Example: Pre-wink (50ms) Pre-flash (50ms) Wink (150ms) Receiver flashtime (250ms) Receiver wink (300ms) Debounce timing (600ms) Field Type: Select box RX Gain: Receive signal decibel Example: In case that incoming sound is low and you cannot hear other party well, set this option to 2. That should increase incoming sound by 2 decibels

131 Trunks 131 TX Gain: Transmit signal decibel Example: In case that outgoing sound is low and other party cannot hear you well, set this option to 2. That should increase outgoing sound by 2 decibels PRI Switchtype: Set switch type Example: National ISDN 2 Nortel DMS100 AT&T 4ESS Lucent 5ESS EuroISDN Old National ISDN 1 Field Type: Select box PRI Dial Plan: Set dial plan used by some switches Example: Unknown Private ISDN Local ISDN National ISDN International ISDN

132 132 PBXware System Administration Manual Field Type: Select box PRI Local Dial Plan: Set numbering dial plan for destinations called locally Example: Unknown Private ISDN Local ISDN National ISDN International ISDN Field Type: Select box PRI Trust CID: Trust provided caller id information Example: Yes, No, N/A Field Type: Option buttons PRI Indication: How to report 'busy' and 'congestion' on a PRI Example: outofband - Signal Busy/Congestion out of band with RELEASE/DISCONNECT inband - Signal Busy/Congestion using in-band tones Field Type: Select box Network Specific Facility: If required by switch, select network specific facility Example: none sdn megacom accunet Field Type: Select box

133 Trunks Caller ID Outbound Caller ID: Caller ID set for all outbound calls where Caller ID is not set or supported by a device Example: Allow ES Caller ID: Should ES (Enhanced Services) Caller ID be allowed over this trunk Example: Any extension can set custom Caller ID for each system trunk. With this option enabled, that Caller ID will be used instead of the Trunk Outbound Caller ID Caller ID (for analog or inbound): CallerID can be set to 'asreceived' or a specific number if you want to override it

134 134 PBXware System Administration Manual Example: 'asreceived', Field Type: [a-z][0-9] NOTE: Caller ID can only be transmitted to the public phone network with supported hardware, such as a PRI. It is not possible to set external caller ID on analog lines Use Caller ID: Whether or not to use caller id Example: Yes, No, N/A Field Type: Options buttons Hide Caller ID: Whether or not to hide outgoing caller ID Example: Yes, No, N/A Field Type: Options buttons Restrict CID: Whether or not to use the caller ID presentation for the outgoing call that the calling switch is sending Example: Yes, No, N/A Field Type: Options buttons Use CallerID Presentation: Whether or not use the caller ID presentation for the outgoing call that the calling switch is sending Example: Field Type: Options buttons CID Signalling: Set the type of caller ID signalling Example: bell - US v23 - UK dtmf - Denmark, Sweden and Netherlands

135 Trunks 135 Field Type: Select box CID Start: What signals the start of caller ID Example: ring = a ring signals the start polarity = polarity reversal signals the start Field Type: Select box Call Waiting CID: Whether or not to enable call waiting on FXO lines Example: Yes, No, N/A Field Type: Options buttons Send CallerID After: Some countries, like UK, have different ring tones (ring-ring), which means the caller id needs to be set later on, and not just after the first ring, as per the default. Example: Yes Field Type: Select box Echo Canceller Echo Cancel: Enable echo cancellation

136 136 PBXware System Administration Manual Example: Yes, No, N/A Field Type: Option buttons Echo Training: Mute the channel briefly, for 400ms, at the beginning of conversation, cancelling the echo. (Use this only if 'Echo Cancel' doesn't work as expected) Example: Yes, No, N/A Field Type: Option buttons Echo Cancel When Bridged: Enable echo cancellation when bridged. Generally not necessary, and in fact undesirable, to echo cancel when the circuit path is entirely TDM Example: Yes, No, N/A Field Type: Option buttons Call Features Call Waiting: Whether or not to enable call waiting on FXO lines Example: Yes, No, N/A Field Type: Option buttons

137 Trunks 137 Use Calling Pres: Whether or not use the caller ID presentation for the outgoing call that the calling switch is sending Example: Yes, No, N/A Field Type: Option buttons Three Way Calling: Support three-way calling. If enabled, call can be put on hold and one is able to make another call Example: Yes, No, N/A Field Type: Option buttons Transfer: Support call transfer and also enables call parking (overrides the 'canpark' parameter). Requires 'Three Way Calling' = 'Yes'. Example: Yes, No, N/A Field Type: Option buttons Can Call Forward: Support call forwarding Example: Yes, No, N/A Field Type: Option buttons Call Return: Whether or not to support Call Return '*69'. Dials last caller extension number Example: Yes, No, N/A Field Type: Option buttons Overlap Dial: Enable overlap dialing mode (sends overlap digits) Example: Yes, No, N/A

138 138 PBXware System Administration Manual Field Type: Option buttons Pulse Dial: Use pulse dial instead of DTMF. Used by FXO (FXS signalling) devices Example: Yes, No, N/A Field Type: Option buttons Call Indications Distinctive Ring Detection: Whether or not to do distinctive ring detection on FXO lines Example: Yes, No, N/A Field Type: Options buttons Busy Detect: Enable listening for the beep-beep busy pattern Example: Yes, No, N/A Field Type: Options buttons Busy Count: How many busy tones to wait before hanging up. Bigger settings lower probability of random hangups. 'Busy Detect' has to be enabled Example:

139 Trunks Field Type: Select box Call Progress: Easily detect false hangups Example: Yes, No, N/A Field Type: Options buttons Immediate: Should channel be answered immediately or the simple switch should provide dialtone, read digits, etc Example: Yes, No, N/A Field Type: Options buttons Call Groups Call Group: Which group is allowed to pickup incoming calls by dialing *8. The default value is empty. Example: 1, 1-4 Pickup Group: Which groups are allowed to pickup calls by dialing *8. The default value is empty. Example: 1, 1-4

140 140 PBXware System Administration Manual FXS Channels FXS Loopstart: Signals the far end that it wants the dial tone by shorting the leads Example: default Field Type: [a-z][0-9] FXS Groundstart: Signals the far end that it wants the dial tone by grounding one of the leads Example: default Field Type: [a-z][0-9] Locality

141 Trunks 141 Country: Destination of the trunk connection Example: USA Field Type: Select box E164 Accepted: Does the trunk support dialing destinations in E164 format Example: Enabling this option will reformat any dialled number into following form COUNTRY_CODE +AREA_CODE+DIALED_NUMBER. For example, if you dial , system will dial Field Type: Option buttons National Dialing Code: National dialing code at the trunk destination Example: For USA 1, United Kingdom, Germany 0 Leave National Code: In some countries, national code is stripped automatically. If set to 'Yes', national code will not be stripped from the dialed number. NOTE: Before settings this option to 'Yes', go to 'Settings: Servers' and enable this options as well. Example: John dials With this option enabled International Dialing Code: International dialing code at the trunk destination Example: For USA 011, United Kingdom, Germany 00 Local Area Code: Add local area code to dialed number, if required by service provider. (By default, local area code is stripped when dialing)

142 142 PBXware System Administration Manual Example: User dials , local area code is 212. If call goes through this trunk PBXware will dial Write dialing code: Should National and International prefix be written into configuration files Example: Enable this option if required by provider Prefix: Value added to all dialed numbers going over the trunk Example: Prefix 5, Dialed number 123, System dials Other Zapata Options ADSI (Analog Display Services Interface): Enable remotely controlling of screen phone with softkeys. (Only if you have ADSI compatible CPE equipment) Example: Yes, No, N/A Field Type: Option buttons Jitter Buffers: Configure jitter buffers. Each one is 20ms long

143 Trunks Example: 4 Relax DTMF: If you are having trouble with DTMF detection, you can relax the DTMF detection parameters Example: Yes, No, N/A Field Type: Option buttons Fax Detect: Enable fax detection Example: both incoming outgoing no Field Type: Select box Span Span number: Number of the span Example: 1 143

144 144 PBXware System Administration Manual Span timing: How to synchronize the timing devices Example: 0 - do not use this span as sync source 1 - use as primary sync source 2 - set as secondary and so forth Field Type: [a-z] Line build out: Example: 0 db (CSU) / feet (DSX-1) feet (DSX-1) feet (DSX-1) feet (DSX-1) feet (DSX-1) -7.5db (CSU) -15db (CSU) -22.5db (CSU) Field Type: Select box Framing: How to communicate with the hardware at the other end of the line Example: For T1: Framing is one of d4 or esf. For E1: Framing in one of cas or ccs. Field Type: Select box Coding: How to encode the communication with the other end of line hardware. Example: For T1: coding is one of ami or b8zs For E1: coding is one of ami or hdb3 (E1 may also need crc) Field Type: Select box Yellow:

145 Trunks Whether yellow alarm is transmitted when no channels are open. Example: Yes No N/A Field Type: Option buttons Dynamic Span Dynamic span driver: The name of the driver (e.g. eth) Dynamic span address: Driver specific address (like a MAC for eth). Dynamic span channels: Number of channels. Dynamic span timing: Sets timing priority, like for a normal span. Use "0" in order not to use this as a timing source, or prioritize them as primary, secondary, etc. 145

146 146 PBXware System Administration Manual FXO Channels FXO Loopstart: Channel(s) are signalled using FXO Loopstart protocol FXO Groundstart: Channel(s) are signalled using FXO Groundstart protocol FXO Kewlstart: Channel(s) are signalled using FXO Kewlstart protocol Values for above fields are set as follows: 1 - for one card for two cards for three cards etc or 2-3 (If your card has modules in this order FXS, FXO, FXO, FXS) PRI Channels D-Channel(s): For example, every ISDN BRI card has 1 D- (control) channel Example: 1

147 Trunks 147 B-Channels(s): For example, every ISDN BRI card has 2 B- (data) channels Example: Other Zaptel Channels Unused: Example: Clear: Example: Zaptel The zaptel.conf file is where the TDM-specific interface parameters required for ZAPTEL card(s) can be configured. Span number Span number set which span this trunk is to use. Span timing Span timing sets where is zaptel going to obtain its timing from. Choices are: 0 (Telco), 1 (System), 2 (?) Line Build Out Line build out sets the distance between service hardware equipment. Framing Framing used on this trunk. Coding Coding used on this trunk

148 148 PBXware System Administration Manual Yellow Yellow field can be set to "Yes" or "No" Signalling, D and B Channels fields: "e&m, fxsls, fxsgs, fxsks, fxols, fxogs, fxoks, sf, unused, clear, indclear, rawhdlc, dchan, bchan, fcshdlc, nethdlc, dacs" are used to set signalling and operation mode for one or range of channels Zones Choose zone your interface card will be loaded with indication tones of. defaultzone=us loadzone=$value (For Example: us) Available zones are: us, au, fr, nl, uk, fi, es, jp, no, at, nz, it, us-old, gr, tw, cl

149 Part VI

150 150 6 PBXware System Administration Manual DIDs DIDs are used to point all incoming calls (that come over trunks) to specific system destinations. This screen lists all system DIDs with the following details DID/Channel: DID number or a PSTN channel slot number Example: 1000/1 Field Type: Display Provider: Provider name Example: SIP TRUNK Field Type: Display Trunk: Trunk used by a DID Example: /TrunkName Field Type: Display Destination: Trunk destination and destination network number Example: Network User Field Type: Display

151 DIDs 151 Status: DID status Example: Active/Inactive Field Type: Display Edits the DID configuration Example: Click to edit the DID configuration Field Type: Button Deletes a DID from the system Example: Click to delete a DID from the system Field Type: Button 6.1 Search By selecting 'Search' Command, search menu will be displayed. Searches can be done by DID value, Trunk name, Provider name and Destination value Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] DID: Should search filter be applied to DID values Example: Check the box to search DID values Field Type: Check box Destination: Should search filter be applied to DID destinations Example: Check the box to search DID destinations Field Type: Check box Country: Should search filter be applied to country field Example: Check the box to search countries Field Type: Check box State: Should search filter be applied to state field Example: Check the box to search states Field Type: Check box

152 152 PBXware System Administration Manual City: Should search filter be applied to city field Example: Check the box to search cities Field Type: Check box Area Code: Should search filter be applied to area code field Example: Check the box to search area codes Field Type: Check box 6.2 CSV Upload To create multiple DIDs on the fly all you have to do is to upload a.csv file with DID details. Click on 'Browse' button, select a.csv file from your computer, click 'Open' then 'CSV Upload' button. NOTE: CSV file must be in the following format: 'number1,number2,type,extension,callerid' or '1080,1084,SUB,1002,7777' DID Type can be set to: SUB - Subscriber/Extensions MUL - Multi user IVR - Interactive Voice Response QUE - Queue VML - Voic RMT - Remote Destination CNF - Conference FAX

153 DIDs Add/Edit DID A click on 'Add/Edit' will open standard DID options Trunk: Select the trunk DID will pickup the calls from Example: If you select ' ' for example, DID will wait for any incoming calls over that trunk and then will pass the call further based on the settings below Field Type: Select box DID/Channel (start): Provide a DID number here ( e.g ) Example: If selected 'Trunk' is PSTN or VOIP, set the line number here Destination: PBXware destination DID will transfer all calls to (Extensions, IVRs, Queues, Voic s, Remote Access, Conferences and even to Fax to service) Example: Field Type: Select box Value: Destination extension all DID calls will be transferred to.

154 154 PBXware System Administration Manual Example: If 'Destination'='Extension', set the extension number here(e.g. 1002). In case 'Destination'='IVR', set the IVR extension number here NOTE: If using 'Fax to ', set this field to address or extension number (1002). If extension number is used fax will go to address associated to extension. In order to send fax remotely set this field to 'remote:fax' 6.4 Advanced Options A click on 'Advanced Options' button will open more detailed DID options Status:

155 DIDs 155 Set the DID status on the network. Example: Rather then deleting the DID you can deactivate it by selecting 'Not Activated' and restore it back with 'Active' Field Type: Select box Range: Some providers offer a range of numbers over a single trunk. Set whether this DID should be used to transfer a range of numbers to some PBXware destination. Example: John has bought 10 DID numbers from a provider ( ) and wants all calls coming from these to be transferred to lobby queue. He needs to set this options to 'Yes'. Set to (start), to (end) fields. Set 'Destination'='Queues' and 'Value'=Queue number(e.g. 1000). Field Type: Options buttons DID/Channel (end): Some providers offer a range of numbers over a single trunk. Set whether this DID should be used to transfer a range of numbers to some PBXware destination. Example: John has bought 10 DID numbers from a provider ( ) and wants all calls coming from these to be transferred to lobby queue. He needs to set 'Range'='Yes'. Set to (start) and to this field. Set 'Destination'='Queues' and 'Value'=Queue number(e.g. 1000). Field Type: Options buttons Operation Times: Set the DID operation time Example: For more explanation click here Field Type: Option buttons Replace Caller ID: Replaces the caller id with the custom data provided here. This is used when you want all incoming DID calls to have this value displayed as a caller id information. Along with the custom data, you can use the '%PRODUCT%' variable, which displays the calling party phone number. NOTE: Please make sure you enter this information as it is written down, otherwise, it will not work properly. Example: Providing a 'USDID' here, will display 'USDID' on your phone display, for all calls coming through this DID.

156 156 PBXware System Administration Manual Providing 'USDID %PRODUCT%', will display 'USDID ' on your phone display, where is calling party phone number. Field Type: [a-z][0-9] [%CALLERID%] Queue Priority: Set Queue priority Example: If this DID redirects all calls to queue, set '1' here to give all calls over this trunk the highest queue priority Field Type: [a-z][0-9] Force Codec: Force a codec to all calls going over this trunk Example: Select G.711 ulaw from the list to force all calls going over this DID to this codec Field Type: [a-z][0-9] E.164 number (start): A DID number in E.164 format 'INTERNATIONAL PREFIX + AREA CODE + PHONE NUMBER' ( ). If provided here, this number will be used by 'PBXware: Networks' and will be dialed over the Internet rather then PSTN trunk. If 'Range' field is set to 'Yes' provide the DID/Channel (start) number in E.164 format here Example: If your DID number = , and you live in NewYork/USA, your E.164 number is E.164 number (end): A DID number in E.164 format 'INTERNATIONAL PREFIX + AREA CODE + PHONE NUMBER' ( ). If 'Range' field is set to 'Yes' provide the DID/Channel (end) number in E.164 format here Example: If your DID number = , and you live in NewYork/USA, your E.164 number is Country: Select a country this DID number belongs to

157 DIDs 157 Example: If DID number is in USA format (e.g. 1212****) select USA here Field Type: [a-z][0-9] State: State DID number belongs to Example: If DID number is in USA format (e.g. 1212****), 212 is in New York so type NY here Field Type: [a-z][0-9] City: City DID number belongs to Example: If DID number is in USA format (e.g. 1212****), 212 is in New York so type New York here Field Type: [a-z][0-9] Area Code: Area code DID number belongs to Example: If DID number is in USA format (e.g. 1212****), type 212 for that is the area code for New York

158 Part VII

159 Conferences Conferences Conferences allow two or more participants to communicate with each other at the same time using voice, video or both. This screen lists all system conferences with the following details Name: Conference name Example: Sales, Development Field Type: Display Conference Number: Conference system or network number Example: 2255 Field Type: Display Edits the Conferences configuration Example: Click to edit Conference configuration Field Type: Button Deletes a Conference from the system Example: Click to delete a Conference from the system Field Type: Button

160 PBXware System Administration Manual Search By selecting 'Search' Command, search menu will be displayed. Searches can be done by Name and Number Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] Name: Should search filter be applied to conference names Example: Check the box to search conferences names Field Type: Check box Number: Should search filter be applied to conference numbers Example: Check the box to search conference numbers Field Type: Check box 7.2 Add/Edit Conference A clicking on 'Add/Edit' button will open standard conferences options Conference Name: Unique Conference identifier/name

161 Conferences Example: This name will be displayed once 'Conferences' menu is selected Field Type: [a-z] [0-9] Conference Number: Unique Conference PBXware number Example: This number is to be dialed in order to access the conference 7.3 Advanced Options A click on 'Advanced Options' button will open more detailed conferences options 161

162 162 PBXware System Administration Manual Conference PIN: Conference PIN number. If set, this PIN will have to be provided by all callers before entering the Conference. Example: John dials the sales conference (1001), but this conference has this field set to John is asked to provide the conference PIN. If valid PIN is provided, John will enter the conference, or his call will be rejected after 3 invalid PIN entries. RTP Delay [sec]: Delay time in seconds inserted before the conference operator answers. This delay solves the 'halfplayed' greeting file problem. Keep this value set between 1-3 for optimal performance. NOTE: The 'half-played' greeting file problem usually exists on VOIP trunks. Example: John enters the sales conference (1001) and hears '...e currently the only user in this conference' message. This message is only partial and can confuse conference members. Set this field to 1 (or higher, depending on how much is not heard) to play the message in full length. Announce user join/leave: If this option is checked/enabled, all new conference members will be asked to say their name and press the '#' key before they enter the conference. This name will be recorded and played to other conference members when caller joins/leaves the conference. Example: John dials 1001 sales conference and is asked to say his name and to press the '#' key. Of course, he says 'John' and presses the '#' key. At the same time, all conference members will hear 'John has entered the conference'. When John leaves, all conference members will hear 'John has left the conference' message. Field Type: Select box Video mode: Enable video conferencing Example: This option will enable video conferencing if UAD/Phone support it. Field Type: Select box Enable music on hold: Enable MOH(Music On Hold) if there is a single member in a conference.

163 Conferences 163 Example: John enters the conference and he is the only one there. Don't let John feel alone. Enable this feature to play MOH class music files until someone else joins the conference :) Field Type: Select box Select an empty conference: If this option is enabled, all callers trying to enter this conference will be redirected to a new empty conference, if such empty conference exists. If empty conference does not exist, the caller will join the conference he dialed. Example: John dials 1001 sales conference but this conference has this option enabled. If PBXware has another conference with no members in it, John will be transferred to it. If sales conference that John dialed is the only PBXware conference, or if there are other conferences but with members in them, John will be allowed to enter the dialed sales conference. Field Type: Select box Select an empty pinless conference: If this option is enabled, all callers trying to enter this conference will be redirected to a new empty PIN-less conference, if such empty conference exists. If empty PIN-less conference does not exist, the caller will join the conference he dialed. Example: John dials 1001 sales conference but this conference has this option enabled. If PBXware has another PIN-less conference with no members in it, John will be transferred to it. If sales conference that John dialed is the only PBXware conference, or if there are other PIN-less conferences but with members in them, John will be allowed to enter the dialed sales conference. Field Type: Select box Run AGI script: Runs the custom AGI script ('conf-background.agi') once the caller enters the conference. NOTE: - The conference must have at least one zaptel channel to run the script - This feature is not supported by default in PBXware. Please contact the customer support. Example: John dials 1001 sales conference but before he enters the conference, a custom AGI script is executed in the background. Field Type: Select box Present menu: Returns the Conference options once * is dialed while in the conference Example: John enters the sales conference and dials '*'. Conference options are played back (e.g. 'Please press 1 to mute/un-mute yourself').

164 164 PBXware System Administration Manual Field Type: Select box Close the conference when last marked user exits: Closes the conference once the last marked user exits, no matter how many participants are still active in the conference conversation; their calls get immediately dropped. NOTE: Marked user mode is set under 'Extensions: Edit: Conferences: Edit'. Example: John (marked user) enters the sales conference. This conference has this option enabled and there are 3 more members participating in the conference conversation. As soon as John leaves the conference, all other conference members will have their calls dropped and will no longer be able to talk to each other. Field Type: Select box Wait the marked user before allowing anyone to talk: Disables the conference conversation until the marked user enters the conference. NOTE: Marked user mode is set under 'Extensions: Edit: Conferences: Edit'. Example: This option is enabled for sales conference. There are 3 members waiting for John (marked user) to enter the conference. These 3 members will hear nothing, and will not be able to talk to each other until the John enters the sales conference. Field Type: Select box Announce number of participants: Announces the number of conference participants to a new conference member. There is currently only 1 other participant in the conference. Example: Sales conference has this option enabled and is currently empty. John enters the conference and hears 'You are currently the only person in this conference' payed back to him. Field Type: Select box Set talker detection: Enable the talker detection which is sent to manager interface and conferences List Example: Field Type: Select box

165 Part VIII

166 166 8 PBXware System Administration Manual IVR IVRs are automated answering machines which guide callers to his destination by providing a number of choices and waiting for a caller response (dialled digit). In this chapter we will cover: - IVR Multi-digit IVR codes PIN-based IVR IVR This screen lists all system standard DIDs with the following details:

167 IVR 167 Name: IVR name Example: Welcome Field Type: Display Number: IVR network number Example: 1010 Field Type: Display Edits the IVR configuration Example: Click to edit IVR configuration Field Type: Button Deletes an IVR from the system Example: Click to delete an IVR from the system Field Type: Button Search By selecting 'Search' Command, search menu will be displayed. Searches can be done by Name and Number Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9]

168 168 PBXware System Administration Manual Name: Should search filter be applied to IVR names Example: Check the box to search IVR names Field Type: Check box Number: Should search filter be applied to IVR numbers Example: Check the box to search IVR numbers Field Type: Check box Add/Edit IVR A click on 'Add/Edit' button will open standard IVR options NOTE: Make sure to create a greeting sound before adding a new IVR. You may create one by dialing '*301' from your UAD/Phone or by uploading a custom sound file from your computer through 'System: Sounds'

169 IVR Name: Unique IVR identifier/name Example: This name will be displayed once IVRs are accessed Field Type: [a-z] [0-9] Number: Unique network IVR number Example: This number is to be dialed in order to access the IVR Greeting: Greeting sound file 169

170 170 PBXware System Administration Manual Example: Once user enters the IVR, a greeting with instructions is played(e.g. 'Welcome. For Sales Press 1...'). Select the greeting file played by this IVR here. NOTE: Greeting file name must start wit 'greeting***'. To record a custom greeting message dial '*301' from your extension. Newly recorded greeting file will have the current date stamp in the title(e.g. 'greeting-apr '). Field Type: Select box IVR Type: Set the proper IVR type Example: PBXware works with two type of IVRs: Single and Multi digit ones. Single digit IVR is used for small range of options(0-9). Multi digit IVR support between( ) and is shared with all Multi Digit IVRs. Field Type: Select box Destination: Set the proper destination for each digit pressed Example: Once a greeting message(e.g. 'Press 1 for Sales') is played to user, provide the valid destination where the call is to go to once 1 is pressed. If John from sales department is to be dialed, select 'Extension' in this field. If you wish to provide additional options to caller, you can point him to another IVR with its set of options by selecting 'IVR' here. Field Type: Select box Extension: This field further describes the 'Destination' field. In case 'Remote Access' or 'Queue' are selected under 'Destination', a predefined options will be available for selection under this option. Example: In the example above we have set the PBXware destination. In this option we set which destination part is to be dialed exactly. If 'Destination'='Extension', provide the extension number here. If 'Destination'='IVR' provide the IVR number here etc... Caller ID: Overrides the incoming Caller ID with custom information Example: Sometimes, it is useful to know from which IVR the call is coming from. By settings 'Lobby IVR' here, all calls coming through this IVR will display 'Lobby IVR' on phone display. To show the actual phone number along with our data use '%CALLERID%' with our text(e.g. 'Lobby IVR %CALLERID%'). This will display 'Lobby IVR ' on our phone display, where is the phone number of the person calling us. Field Type: [a-z][0-9], [%CALLERID%]

171 IVR Advanced Options A click on 'Advanced Options' button will open more detailed IVR options - General General Settings Greeting Options Operations Times - Extensions Ringing Local Dialling Permissions General Status: Rather then deleting the IVR, set its status to 'Off'. This will make the IVR inactive and all calls will be transferred to 'Operator Extension'. 171

172 172 PBXware System Administration Manual Example: Lobby IVR has this option set to 'Off'. John dials this IVR number (e.g. 1003) but instead of IVR instructions, his call will be transferred to 'Operator Extension' Field Type: Option buttons Operator extension: Provide the operator extension to which all calls will be redirected to if 'IVR Status' = 'Off'. Example: Lobby IVR has the 'Status' set to 'Off'. John dials this IVR but instead of IVR instructions, his call will be transferred to the extension number provided here General Settings Response Timeout: Time period in seconds during which an IVR option must be dialed by user Example: John enters the Sales IVR and hears the instructions. If this field is set to '4', John will have 4 seconds to dial an IVR option RTP Delay [sec]: Delay time in seconds inserted before the IVR greeting message is played. This solves the 'half-played' file problem. Keep this value between 1-3 Example: User A enters the IVR and hears a message '..me. For sales press 1' and wonders what was that.. what did the voice say!? Set this field to 1 so that 1 second pause is added before the message is played. Now, when user A enters the IVR he will hear 'Welcome. For Sales press 1'. Digit Timeout: Timeout in seconds during which new digit must be dialed. This option is used with Multi-digits IVR.

173 IVR 173 Example: John has entered the IVR and wants to dial option 25. If 1 is provided in this field, John will have 1 second to dial number 2, and additional 1 second to dial number 5. If the time exceeds, and John hits 5 too late, IVR will assume that John has dialed option 2 instead of 25. Rings to Answer: Number of rings played to caller before a call is allowed to enter the IVR Example: Rather then just 'falling' into IVR, it is recommended to set the number of ring sounds played to caller Greeting Options Play Greeting: Number of times greeting message is played to caller. If there is no response from the calling party within this time, the call is disconnected. Example: John enters the sales IVR and hears the IVR options. If John does not dial one of the options, IVR options sound file will be played again, a number of times set in this field, before the call gets transferred to 'Timeout Extension'. Timeout Extension: Extension number to which the IVR call will be transferred to if there is no response from the user during the 'Play Greeting' time period. Example: John enters the sales IVR and hears the IVR options. If John does not dial one of the options, IVR options sound file will be played again, a number of times set in 'Play Greeting' field, before the call gets transferred to extension number provided here.

174 PBXware System Administration Manual Extensions Ringing Ringing: Select the ringing type played back to calling party before they enter the IVR Example: Rather then just falling into the IVR, play the ring sound to user or music files located under the MOH class Field Type: Select box Music on Hold: Select the MOH/Music on Hold class, played to users before they enter the IVR Example: MOH class usually contains one or more sound files. To see these files go to 'System: MOH' Field Type: Select box Local Dialing Dial local/network destinations: IVR option can dial local network or proper/mobile phone numbers. By setting this option to 'Yes' IVR will be allowed to dial local network extensions only Example: If IVR has this options set to 'Yes', only local network extensions will be accessible from this IVR. No proper/mobile numbers would be dialed. Field Type: Option buttons

175 IVR Permissions Permissions is used to allow an organization to restrict who is able to enter an IVR. In particular there are organizations where access to the IVR is only allowed to the callers with a valid account number but it can be used for other similar purposes. Account Access Only: Allow only certain PBXware extensions to access the IVR Example: If this option is set to 'Yes', only extension numbers set under the 'Account list' will be allowed to access this IVR Field Type: Option buttons Account List: Only local extension numbers provided here, separated with a single space, will be allowed to enter this IVR Example: John dials this IVR, but his extension number is not in the 'Account list'. John is transferred to 'Sales extension'. Sales Extension: If caller extension is not provided in the 'Account list' his call will not enter the IVR, but will be redirected to extension number provided here. Example: John dials this IVR, but his extension number is not in the 'Account list'. John is transferred to extension number provided here.

176 PBXware System Administration Manual Multi-digit IVR codes The only difference between standard and multi-digit IVRs is that the latter accepts two or more digits as a respons (numbers between for example), therefore providing a wider range of options. This screen lists all system Multi-digit DIDs with the following details: Access Code: Multi-digit IVR access code Example: 22 Field Type: Display Description: Access code description Example: desc goes here Field Type: Display Extension: Extension where call will be transferred to Example: 1004 Field Type: Display Edits the IVR configuration Example: Click to edit IVR configuration Field Type: Button Deletes an IVR from the system Example: Click to delete an IVR from the system Field Type: Button Search

177 IVR 177 Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] Access Code: Should search filter be applied to access codes Example: Check the box to search access codes Field Type: Check box Add/Edit Access Code Access code: Option dialed from the Multi-digit IVRs that will transfer user to PBXware 'Extension' number. Example: John enters the Multi-digit IVR and dials this 'Access Code' (e.g. 99). When John dials 99, he will be transferred to PBXware 'Extension' number Description: A short Description of this access code and its destination. This information is view only by the Administrator Example: Once the administrator goes to the 'PBXware: Multi-digit IVR codes', a list of access codes, their descriptions and destination extensions will be displayed. Extension: PBXware extension to which a call will be transferred to once the 'Access code' is dialed from the Multi-digit IVR Example: John enters the multi-digit IVR and dials 99, which is set to lead to PBXware extension 1000.

178 178 PBXware System Administration Manual When John dials 99, he will be transferred to PBXware 'Extension' provided here 8.3 PIN-based IVR PIN-based IVR allows dialing local/remote destinations by providing a pre-set IVR PIN number PIN: IVR PIN number Example: Field Type: Display Description: IVR PIN short description Example: Remote Call Field Type: Display Expiry date: PIN expiry date Example: Field Type: Display Destination: Destination dialed once the IVR PIN is provided Example: Field Type: Display Edits the IVR PIN configuration Example: Click to edit IVR PIN configuration Field Type: Button Deletes IVR PIN settings from the system Example: Click to delete IVR PIN settings from the system Field Type: Button

179 IVR Search By selecting 'Search' Command, search menu will be displayed. Searches can be done by PIN numbers Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] PIN: Should search filter be applied to PIN numbers Example: Check the box to search PIN numbers Field Type: Check box Upload Your may upload a.csv file with multiple PIN and Destination codes in one step. Click the 'Browse' button and select the.csv file on your computer. Then just click the 'Upload' button to add new PIN codes to PBXware. Sample.csv file: 10002,John Smith Cell, , ,George Nimara Home, , Add/Edit PIN To manually add IVR PIN code, click the 'Add PIN' button on top. The following options will be displayed.

180 180 PBXware System Administration Manual PIN: Unique IVR PIN number. This PIN number is provided once requested by IVR. Correctly supplied PIN will make PBXware dial the 'Destination' number. Example: John dials local IVR (1003) and is asked to provide a PIN. He enters PIN (55555) and PBXware dials the number provided under 'Destination' field. Description: Short description of IVR PIN. This description is used for describing the Destination number for example Example: 'John's cell phone', or ' ' Field Type: [a-z] [0-9] Expiry date: All PIN codes can be valid until certain date. You are strongly encouraged to set the expiry date by clicking on the 'Calendar' icon, next to the field and selecting a desired date. Date can be provided manually in following form 'dd-mm-yyyy'. Accessing PIN after the Expiry date will be impossible. Example: If this field is set to expire on All IVR calls made with this PIN by this date will be passed through the Destination number. Calls after expire date will not be made. Destination: Ten digit destination number dialed once the IVR PIN is provided Example: Provide a 10 digit number here e.g Once the IVR PIN is provided, a call will be made to it

181 IVR 181

182 Part IX

183 Queues 9 Queues Queue is a place where calls are stack up and where they wait to be answered. During the waiting period callers are played various MOH (Music On Hold) sound files. In this chapter we will cover: - Queues Statistics CDR Queues This screen lists all system queues with the following details: 183

184 184 PBXware System Administration Manual Name: Queue name Example: Patience Field Type: Display Number: Queue network number Example: 1001 Field Type: Display Edits the queue configuration Example: Click to edit queue configuration Field Type: Button Deletes a queue from the system Example: Click to delete a queue from the system Field Type: Button Search By selecting 'Search' Command, search menu will be displayed. Searches can be done by Name and Number Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9]

185 Queues Name: Should search filter be applied to queue names Example: Check the box to search queue names Field Type: Check box Number: Should search filter be applied to queue numbers Example: Check the box to search queue numbers Field Type: Check box Add/Edit IVR Clicking on 'Add/Edit' Queue will open standard options shown below 185

186 186 PBXware System Administration Manual Queue Name: Unique queue network name/identifier Example: Provide a unique queue identifier/name here Field Type: [a-z][0-9] Queue Number: Unique network queue number Example: This number is to be dialed in order to access the queue Max Callers: Maximum number of callers allowed to wait in a queue at the same time. This number should be set in accordance to number of agents answering the queue calls Example: If this field is set to 4, only 4 callers will be allowed to enter the queue. If caller number 5 tries to enter the queue he will be transferred to PBXware 'Redirect Extension' number. Rings to Answer: Number of rings played to caller before entering the queue. Keep the rings between 1 and 3. Example: Rather then just 'falling' into a queue and hearing the queue greeting message, play the ringing sound to caller first. Agents: A list of all PBXware agents that can act as a queue members (e.g. SIP/ John Doe). Example: From this list select the queue agent and press the 'Add Agent' button. This will add selected agent to queue member list. Field Type: Select box Skill Set: Prioritize which members are called by the system more often. Higher the skill equals less calls assigned to the agent

187 Queues 187 Example: If agent X is more skilled then agent Y, naturally, you would like to pass more calls to agent X. Set this field for agent X to 1, and for agent Y to 2. Once a skill is set for an agent, you can see it in the members list separated by a comma(sip/ John Doe,1) Add Agent: Assigns one of the available agents to a queue members list Example: If you would like a local user, John Doe, to answer the queue calls, select his name from the agents list and click this button. John Doe will be assigned to queue members list Field Type: Button Members: A list of all members answering the queue calls Example: If user John Doe is assigned to answer the queue calls, with all calls trying to go to him first(skill set = 1), 'SIP/ John Doe,1' is displayed among other users/extensions, agents and agent groups Field Type: Select box Remove Agent: Removes user, agent or agent group from the queue member list Example: If user John Doe is no longer to answer the queue calls, just select his name from the members list and click his button Field Type: Button NOTE: Static Login: Agent can login/logout from his extension only and stay logged in until the static logout number is dialed by the Agent. Dynamic Login: Agent can login from any extension and stay logged in as long as the connection is not hangup by the Agent. Dynamic Callback Login: Agent can login from any extension and stay logged in until the dynamic callback logout number is dialed by the agent. To do a static login dial: *200 + $QUEUE_NUMBER (* ) To do a static logout dial: *201 + $QUEUE_NUMBER (* )

188 188 PBXware System Administration Manual To do a dynamic login dial: *202 + $AGENT_NUMBER + AGENT_PIN (* ) Once a caller is in a queue, agent can set any proper, mobile or network number to dynamically login into queue by dialing: To do a dynamic callback login do: *203 + $AGENT_NUMBER + AGENT_PIN + EXTENSION(* ) To do a dynamic callback logout do: *203 + $AGENT_NUMBER + AGENT_PIN + #(* ) Advanced Options In this chapter we will cover: - General Position Announcements Recording Greeting Agents Incoming Options Exit Digit Additional Config 199

189 Queues General Redirect Extension: Max callers redirect extension number Example: If queue 2000 accepts maximum of 4 users waiting at the same time, any new user that enters queue 2000 will be redirected to extension number provided here Music On Hold: Select MOH(Music On Hold) class name. All sound files belonging to this MOH class will be played to users in queue Example: User A enters the queue. After the greeting message is heard, all sound files belonging to selected MOH class are played in the background Field Type: Select box RTP Delay [sec]: Delay time in seconds inserted before the queue greeting message is played. This solves the 'half-

190 190 PBXware System Administration Manual played' file problem. Keep this value between 1-3 Example: User A enters the queue and hears '..r call is first in line...' and wonders what was that.. what did the voice say!? Set this field to 1 so that 1 second pause is added before the message is played. Now, when user A enters the queue he will hear 'Your call is first in line...'. Max Wait Seconds: Maximum time a caller can wait in a queue. Once this time is exceeded caller will be redirected to 'Max Wait Extension' number. Example: User A is waiting 5 minutes already in the queue. If this field is set to 300(300s = 5min), A will be redirected to 'Max Wait Extension' so he doesn't loose his mind waiting :) Max Wait Extension: This option works along with the 'Max Wait Seconds' field. Provide the extension to which caller will be redirected once time set under 'Max Wait Seconds' exceeds. Example: User A is waiting 5 minutes already in the queue. If 'Max Wait Seconds' field is set to 300(300s = 5min), A will be redirected to this extension so he doesn't loose his mind waiting :) Timeout Restart: Reset the internal timer if BUSY or CONGESTION is received from agent Example: A call enters the queue and is transferred to Agent X. Agent X has a Polycom phone(for example) and send a BUSY signal by hitting the 'Reject' key. This will reset the internal timer. The call will be transferred to other queue agent(s). The original agent will not be contacted until all other agents are tried and the call does not get answered by any of them. Field Type: Options buttons Replace Caller ID: Replace the caller id with the custom value Example: Type 'Lobby - %CALLERID%' to display the caller id information as 'Lobby ' where is the actual number calling in Field Type: [a-z][0-9] Language:

191 Queues 191 Define custom language for all sound files played by the queue Example: To play Spanish sound files to all users waiting in the queue type 'es' here. NOTE: PBXware comes with English sound files by default. To install sound files in other languages please see ' Settings: Protocols: Sip: Language' for more information Field Type: [a-z] Member Delay: This field is the same as RTP Delay, only this option is set for agent answering the queue calls. Before the call is transferred, custom queue information can be played to an agent so that agent knows from which queue the call is coming from. This solves the 'half-played' file problem. Keep this value between 1-3 Example: Agent X is to answer the call coming from the queue. If the 'Queue Announce' is set to play custom sound file('this call comes from the Lobby Queue') but only '...s call comes...' is heard, set this field to 1 so that 1 second pause is added before the message is played and entire message is played 'This call comes from...' Join Empty: Set whether a caller can join a queue if no agent is logged in or unavailable Example: It is recommended to set this option to 'No'. Do not allow user to enter the queue if the call will not be answered by anyone. Following options are available: Yes - Join queue if no agents or only unavailable agents are in the queue No - Do not join queue if no agents available Strict - Do not join queue in no agents or only unavailable agents are in the queue Field Type: Option buttons Service Level [sec]: This options is used for the service statistics. Used for service level statistics (calls answered within service level time frame) Example: It is recommended to set this option to 'No'. Do not allow user to enter the queue if the call will not be answered by anyone. Following options are available: Yes - Join queue if no agents or only unavailable agents are in the queue No - Do not join queue if no agents available Strict - Do not join queue in no agents or only unavailable agents are in the queue Field Type: Option buttons Autofill:

192 192 PBXware System Administration Manual Should callers be served one by one or in parallel fashion Example: With this option turned 'Off', even if there are five agents available calls will not be transferred to them until first caller waiting in a queue is connected to an agent. When first caller gets served, caller number two gets served and all other keep waiting. Obviously it is recommended to keep this feature always turned 'On' so callers can be served in parallel Field Type: Option buttons Ring Agents in Use: Should agents in use be rang when new caller comes into queue Example: If agent is already in active conversation, with this option set to 'Yes' Agent extension will ring when new caller enters the queue Field Type: Option buttons Position Announcements There are two types of position announcements: 'Hold Time' (Tells the queue position) and 'Periodic Announcements' (Plays custom message) Announce Hold-Time: Enable callers waiting in a queue to hear the hold-time announcements. Example: Setting this option to 'Yes' will enable the hold-time announcements. A single caller waiting in a queue would hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message. Field Type: Option buttons Announce Frequency: How often to play the hold-time announcement message (time in seconds). NOTE: If you set this option to '0', announce message will not be played.

193 Queues 193 Example: If this field is set to 30, a single caller waiting in queue will hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message every 30 seconds. Announce Round Seconds: This feature rounds announcement minutes and seconds to specific format. Example: Periodic Announce: Select the sound file that is played periodically to callers waiting in a queue NOTE: File name has to be in the following format 'periodic-announce-$name.gsm' Example: Record a message 'Hang in there buddy!' and set it as a periodic announcement. This message will be played to callers every 'Periodic Announce Frequency' seconds Field Type: Select box Periodic Announce Frequency: Time interval in seconds at which the periodic message is to be played. Example: If this field is set to 30, all callers waiting in queue will hear the 'Periodic Announce' message every 30 seconds, as long as they stay in the queue Recording Record Queue Calls: Once this feature is activated, all queues calls will be recorded in desired sound format. Example: John enters the 'Sales' queue and is transferred to 'Queue Agent Smith'. Their entire conversation is recorded and available for review from 'Reports'.

194 194 PBXware System Administration Manual Field Type: Option buttons Monitor format: Select the audio format all queue calls with be recorded in. Available formats: gsm, wav and wav49. Example: John enters the 'Sales' queue and is transferred to 'Queue Agent Smith'. Their entire conversation is recorded and available for review from 'Reports'. Field Type: Option buttons Greeting Greeting: Select a greeting file played to all callers waiting in a queue. NOTE: File name has to be in the following format 'queue-greeting-$name.gsm': Example: Record a custom sound greeting file (e.g. 'All our representatives are busy...') and select that file. This file will be played to all callers once they enter the queue. Field Type: Select box Wait Seconds: Delay time in seconds inserted before playing the greeting message. This delay is useful when users do not hear the beginning of the greeting message. Keep this value between 1-3 seconds. Example: John enters the sales queue, but cannot hear the beginning of a greeting sound file file (e.g...ur representatives are busy...). Set this option to 1. This will insert one second of silence before the greeting file is played and should fix the partial sound file error. Now, all callers entering the queue should hear the full greeting message (e.g. All our representatives are busy...)

195 Queues Agents Agent Announce: Play a custom message to a queue agent before they answer the call. NOTE: File name has to be in the following format 'agent-announce-$name.gsm'. Example: Record a custom sound file (e.g. This call is coming from Sales Queue). Every time queue agent answers the call from this queue, selected sound file will be played to him before the calls is transferred to agent Field Type: Select box Agent Called Events: PBXware can generate some events when agent/member is connected. Enabling this feature may

196 196 PBXware System Administration Manual generate a large amount of extra manager events. Example: It is recommended to always keep this feature set to 'Yes' Field Type: Option buttons Report Holdtime: Enabling this feature will tell queue agent how long the calling party has been waiting in a queue. Example: John is waiting in a sales queue for two minutes and thirty seconds. Agent Smith picks up his call and hears the message 'Hold time, two minutes'. Field Type: Option buttons Retry All Timeout: Time interval in seconds, for how long to wait before trying queue agent again. Example: If agent Smith cannot answer the incoming queue call and hangs up the ringing line, the call will not be transferred back to his extension for a time in seconds provided in this field. Ring Strategy: Set the way calls are transferred to queue members answering the calls. Available options: ringall - Ring all available Members until one answers (default) roundrobin - Ringing each available Member leastrecent - Ring Member with least Queue calls fewestcalls - Ring Member with fewest completed Queue calls random - Ring random Member rrmemory - Round robin with memory. Remember where we left off last ring pass Example: Read above for description Field Type: Select box Wrap-up Time: After a successful call, this will determine how long to wait (time interval in seconds) before sending new call to potentially free agent/member. Example: Queue members:

197 Queues 197 Any queue can have 3 type of queue members. These members can be: extensions, dynamic agents or call back agents 1. Extension This member will receive queue calls upon loging into the queue by dialing *200$QUEUENUMBER. For example: * (*200 access code and 3000 is queue number. From then on queue will be sending the calls to this member. PLEASE NOTE: In order for static agent to be able to login into a queue, an extenision needs to be a member of the queue in question. Extension queue member must logout with *202, otherwise the queue will be sending the calls to it forever. 2. Dynamic Agents This type of queue member can login into deignated queue from any UAD on the network with *202. The system will prompt for AGENT NUMBER and AGENT PIN. From then on queue will be sending the calls to the agent. PLEASE NOTE: Dynamic agent is "on call" all the time. In another words.. The agents line is always open and receiving calls. Every time the caller hungs up, the agent hears the MOH and then next call will start. Dynamic egent logs out of the queue just by hunging up the line. The agent MUST be created in in the main menu "Agents" and assigned to the queue in the question. 3. Call Back Agents This type of agent can login into designated queue by dialling into one of the system extensions with *203. The system will prompt for:agent NUMBER, AGENT PIN, THE NUMBER (that agent is at currently at) This number could be a local extension or some other remote destination. For example: Extension: 1050, Remote destionaton ( , agents home phone number) PLEASE NOTE: The agent MUST be created in in the main menu "Agents" and assigned to the queue in the question. Call back agent must logout with *203, otherwise the queue will be sending the calls to it forever Incoming Options

198 198 PBXware System Administration Manual Incoming Options: Set the advanced queue call options. Available options: t - allow the called user to transfer the calling user T - allow the calling user to transfer the call d - data-quality (modem) call (minimum delay) H - allow caller to hang up by hitting * n - no retries on the timeout; will exit queues and go to the next step r - ring instead of playing MOH Example: Read above for description Field Type: [a-z] Exit Digit Use Exit Digit: Should users be able to exit the queue by dialing a single digit and be automatically redirected to a preset PBXware destination. Example: John enters the sales queue. Greeting message explains that user may quit the queue by pressing digit defined under 'Exit Digit' option, and be transferred directly to operator or some other destination (set under 'Extension' option). Field Type: Options buttons Exit Digit: Define the exit digit here. Once this digit is dialed by user waiting in queue, it will transfer the call directly to 'Extension' destination Example: John enters the sales queue. Greeting message explains that user may quit the queue by pressing digit defined here (e.g. 9) and is transferred directly to operator or some other destination (set under 'Extension' option). Extension: Local PBXware extension number that is dialed once the 'Exit Digit' is dialed.

199 Queues 199 Example: John enters the sales queue. Greeting message explains that user may quit the queue by pressing digit defined under 'Exit Digit' option, and be transferred directly to PBXware extension defined here Additional Config In this section additional information can be added to be written into the queue configuration file. 9.2 Statistics Queue statistics display a wide and detail array of queue details Select Queue:: Select the queue you wish to see the statistics for. Example: Select 'All Queues' or a specific queue name here and click the 'Show' button Field Type: Select box

200 200 PBXware System Administration Manual Today/Week/Month/Year: Statistics time period Example: Select the time period statistics is to be displayed for. Available options: Today Week Month Year Field Type: Option buttons Show: Display queue statistics Example: A click on this button will open the statistics popup window. Displayed information may vary depending on the options set under basic and advanced options. Field Type: Action Button Advanced Options Advanced Options: To access advanced interface, click on 'Advanced Options' located in the top right corner. These options set the time range and specific query summaries: Show Show Show Show statistic for all calls All incoming calls summary statistic for all answered calls All incoming calls answered by the agents statistic for all unanswered calls All unanswered calls statistic per agents Per queue agent call statistics

201 Queues Report Window Queues statistic report window General Actions: Download Report If you choose this action PBXware will generate a pdf format report and offer it for download or view. Print This will print statistic report on yours printer. This action will generate pdf report attach it to message and offer you to it. Close Window This will close report window. Call Actions: More This will print statistic report on yours printer. Graph This action will generate pdf report attach it to message and offer you to it. Get CSV This will close report window. All/Answered/Unanswered/Agent Calls:

202 202 PBXware System Administration Manual Table caption - Displays the total number of all calls made Total - Total call time including the hold time as well Min - The minimum/shortest call time Mean - Average call time for all incoming calls Max - Max call time. Call Time - Calls active talk time in a queue Hold Time - Calls hold time in a queue Entry Position - Caller position in a queue at a point of entry(total value always displayed as '-') Agent Hangups Number of calls ended by queue agents and their percentage compared to all unanswered calls. Caller Hangups Number of calls ended by callers and their percentage compared to all unanswered calls. Service Level Percentage of calls answered in the first 60 seconds. (This time period can be changed in queue properties). NOTE: Answered and Unanswered summary displays SLA(Service Level Agreement) data in percents taken in 10 seconds interval. Agent Actions: Sessions Agent/$NUMBER Agents: Calls All calls answered by agent Number Number of calls answered by agent Per min Number of calls per minute Percent Percent of all answered calls by the agent Talk Time Agent talk time Total Total agent talk time Mean Mean/Average agent talk time Mean Delay Mean/Average caller wait time before answered by the agent Idle Time Agent idle time (callback agents only) Total Total agent idle time(when agent was not busy) Mean Mean/Average idle time between calls Session Time Time agent was logged in the queue (callback agents only) Total Total time agent was logged in Mean Mean/Average time agent was logged in Count Number of agent sessions. Hangups (Agent/Caller) Hang-ups statistic for agents and callers Number - Number of call hang-ups by Agent/Caller Percent Percentages of call hang-ups by Agent/Caller

203 Queues CDR CDR (Call Detail Records) for all placed or received calls on the system. In addition to normal operation an authorized user is able to perform additional actions such as extensive search, listen to recorded calls, call any destinations listed and access advanced features. From: Extension number the call was made from Example: If call was made from extension 1001 to extension 1004, '1001' is displayed here. Field Type: Display Destination: Extension number the call was made to Example: If call was made from extension 1001 to extension 1004, '1004' is displayed here. Field Type: Display Date/Time: Date and Time when the call was made Example: 04 Oct :44:10

204 204 PBXware System Administration Manual Field Type: Display Duration: Call duration time in hh:mm:ss format Example: 00:12:45 Field Type: Display Billing: Time billed by the system Example: 00:12:45 Field Type: Display Cost: Total cost of the call calculated through a service plan Example: 0.71 Field Type: Display Routes: Number of system routes Example: If call goes directly from extension to destination - '1' will be displayed here. If call has entered the IVR and was then redirected to Queue and then Agent answers the call '2' will be displayed here (IVR and Queue were used) Field Type: Display Status: Displays the call status Example: Depending on whether a call was answered or not, this field value may have the following content: Answered Not Answered Busy Error Field Type: Display This icon is displayed once a call is recorded and 'Delete' or 'Listen' enhanced service is active This is a box used with the CDR commands to select a desired call Search/Filter Start Date: Select a Search/Filter start date Example: Click on a small 'Calendar' icon next to a field and select desired date

205 Queues 205 Field Type: Option button End Date: Select a Search/Filter end date Example: Click on a small 'Calendar' icon next to a field and select desired date Field Type: Option button Status: Search calls by selecting desired call status Example: Click on a 'Please Select' button and select one of the available fields: All Answered Not Answered Busy Error Field Type: Select box Source: Search calls by the source they arrived Example: Selecting 'Queue' and typing a queue number into a text field next to this (e.g. 1011) will display all calls that came over queue Field Type: Option button Type: Search calls based on the type of calls Example: Click the 'Type' button and select one of the available fields: All Outgoing Incoming Field Type: Select box NOTE: After making any changes to search filter, be sure to click the search icon

206 PBXware System Administration Manual Actions In this chapter we will cover: - Listen Call Print Advanced Listen Listen: Once the 'Listen' icon is displayed next to a call record it means that the specific call was recorded. Example: To play recorded calls, check the box next to a 'Listen' icon and click 'Listen'. Browser will prompt you to open the sound file in your favorite audio player or to download the sound file. Field Type: Option button NOTE: By default the sound format is available as a.gsm file. To change the recording format go to: 'Settings: Servers: Edit: Recordings format' and select one of the available sound formats: gsm wav wav49 and ogg Call To establish a call between any PBXware extension with a listed extensions you have to provide only two things. The Caller $EXTENSION number and the $DESTINATION extension Caller PBXware extension that will make a call Example: Provide any PBXware extension number here, 1001 for example

207 Queues 207 Destination: Destination extension that will be dialed by 'Caller' extension Example: To select a destination extension, first check a box next to a CDR record. This field will display two extensions listed under 'From' and 'Destination' selected record Field Type: Select button NOTE: After setting 'Caller' and 'Destination' extensions click the call icon Print Check the box next to a call record and click the 'Print' button. This action will open a new popup window with the printing interface.

208 PBXware System Administration Manual Check the box next to a call record and click the ' ' button. A small popup dialog will appear. Provide address here and click 'OK' button to send the records Advanced In this chapter we will cover: - CLIR Delete Recording Download CSV 210

209 Queues CLIR CLIR: CLIR (Command Line Interface Record) details Example: Select a desired call record and click this button to view more technical details about the call. A small popup window will open with the data. NOTE: When experiencing any kind of unexplained problems, this is the data you need to send to the technical support team Field Type: Command Button

210 210 PBXware System Administration Manual Delete Recording Delete Recording: Deletes the recorded calls. NOTE: For this command to be displayed, appropriate enhanced service has to be set. Example: Select a recorded call and click this button to delete it from the file system Field Type: Command Button Download CSV Download CSV: Download data as the.csv (Comma Separated Value) file Example: Click this button to download the.csv file to your desktop Field Type: Command Button

211 Part X

212 PBXware System Administration Manual Agents Queue agents are virtual system extensions. Agents login into queue member list and answer queue calls. Advantage of this system is that any system extension can login as an agent into a queue. This screen lists all system agents with the following details 10.1 Agents Agent: Agent's full name Example: Jack Sparrow Field Type: Display

213 Agents Edits Queue Agent configuration Example: Click to edit Agent configuration Field Type: Button Deletes Queue Agent from the system Example: Click to delete Queue Agent from the system Field Type: Button Add/Edit Agent Name: Queue agent name Example: This name is used only for easier navigation. Set it to 'John' for example Field Type: [a-z] Surname: Queue agent surname Example: Example: This name is used only for easier navigation. Set it to 'Smith' for example 213

214 214 PBXware System Administration Manual Field Type: [a-z] Number: Queue agent network number Example: This number is provided by the agent when logging into queue. Set it to '4010' for example PIN: Queue agent PIN number Example: This number is provided by the agent when logging into queue. Set it to '6583' for example Member of: Groups queue agent belongs to Example: By assigning agent to multiple groups, agent can login into multiple queues with a single agent login. Use CTRL + mouse click to select/unselect groups Field Type: Select box 10.2 Groups To enable easier login into multiple queues, agents can be organized in groups. This way, many agents can be added to a queue member list with a single click (by adding agent group and not agents one by one). Also, when any system extension logs in as a queue member, it logs in automatically to all queues that agent is a member of. Group:

215 Agents Queue group number Example: 2000 Field Type: Display Edits the queue group configuration Example: Click to edit queue group configuration Field Type: Button Deletes a queue group from the system Example: Click to delete a queue group from the system Field Type: Button Add/Edit Group Group Name: Unique network group identifier Example: Adding 'Sales' here will create 'Sales' group. Select this group under 'Agents: Member of' to assign the user to this group. Field Type: [a-z] [0-9] 10.3 Settings In this chapter we will cover: - General Login/Logoff Options Recording Options CDR Options

216 216 PBXware System Administration Manual General Persistent Agents: Should the callback login be restored once the PBXware restarts (The data is stored in database) Example: If agent Smith is logged in sales queue, and PBXware needs to be restarted due to any reason, with this option set to 'Yes', agent Smith will be automatically registered with the sales queue after the system restart. Field Type: Option buttons Wrap-up time [ms]: Pause in milliseconds given to queue agent before new call is transferred to his extension Example: Agent Smith ends the queue call. A pause in ms (default 5000 = 5sec) is enforced so agent can prepare himself for the new call Music On Hold: Set the Music On Hold class played to queue agents

217 Agents 217 Example: Select 'Default' to play all sound files located in that class to queue agent while waiting for new calls Field Type: Select box Custom Beep: Set the sound file name that is to be played to queue agent before a call is transferred to him from the queue Example: Type 'arlington' to playe the arlington.gsm sound file to queue agent Field Type: [a-z] [0-9] Login/Logoff Options Auto Logoff [sec]: Time in seconds queue agent's extension is to ring before declaring him unavailable and logging him off the queue Example: If this field is set to 60, and queue agent doesn't answer the ringing extension during that time, he will automatically get logged off a queue so calls will be transferred to his extension until the next queue login Field Type: Acknowledge CL: Require the agents that are logged in by agent callback login to dial # to confirm their input Example: With this option set to 'Yes', once agent dials *203 he is asked to provide extension number and acknowledge it by dialling #. After correct extension, agent is asked for account password and and to acknowledge it by dialling #. Field Type: Option button

218 218 PBXware System Administration Manual Recording Options Record Calls: Record all calls made to queue agent Example: With this option set to 'Yes', all calls agent receives through queue will be recorded Field Type: Option button Record Format: Select desired sound format for call recording Example: Select among available sound formats: wav, gsm, wav49 Field Type: Select box CDR Options Update CDR: Should the CDR records be changed so it is known which agents generates the call Example: Field Type: Option button Create Link: Should the CDR records display the name of the call recording Example: Field Type: Option button

219 Agents 219

220 Part XI

221 Voic Voic PBXware voic is an advanced answering machine. Although each extension is equipped with a voice mailbox, voice mailboxes can be created on its own as well from this location. In this chapter we will cover: - Search Add/Edit Voic Groups Search By selecting 'Search' Command, search menu will be displayed. Searches can be done by Name, and Extension number

222 222 PBXware System Administration Manual Search: Search phrase Example: Depending on which check boxes are selected below (Name, , Number) provide corresponding phrase here. For example, if is selected bellow, type some address here e.g. and click the search icon or hit enter on the keyboard Field Type: [a-z][0-9] Name: Search voice mailboxes by user name Example: Check this box and under 'Search' type the user's name or surname and click the Search icon or hit enter on the keyboard to display results Field Type: Check box Search voice mailboxes by address Example: Check this box and under 'Search' type the user's address and click the Search icon or hit enter on the keyboard to display results Field Type: Check box Number: Search voice mailboxes by network extension Example: Check this box and under 'Search' type the voice mailbox network extension and click the search icon or hit enter on the keyboard to display results Field Type: Check box 11.2 Mailboxes This screen lists all system mailboxes with the following details:

223 Voic 223 Name: Full name of the voice mailbox user Example: Peter Doyle Field Type: Display Mailbox: Voice mailbox extension number Example: 1006 Field Type: Display Domain: Domain/Context voice mailbox belongs to Example: default Field Type: Display Edits the voice mailbox configuration Example: Click to edit voice mailbox configuration Field Type: Button Deletes a voice mailbox account from the system Example: Click to delete a voice mailbox from the system Field Type: Button NOTE: Edit and Delete commands will be disabled for users with the system extension. Their voic settings are edited via self care or by editing their extension. Voice Mailbox Access: In order to access custom voice mailboxes from any PBXware extension dial '*124 +

224 224 PBXware System Administration Manual $VOICE_MAILBOX_NUMBER'. For example '* ', Add/Edit Voic Clicking on 'Add Voic /Edit' Voic will open voic screen shown below.

225 Voic 225 Mailbox: Unique network voice mailbox extension number Example: Set this field to 5001 for example. Now, in order to dial into this voice mailbox, simply dial 5001 from any PBXware extension Name: Full name of voice mailbox owner Example: John Smith Field Type: [a-z] Domain: Domain/Context this voice mailbox belongs to Example: Advanced feature. Leave this field set to 'default' unless you are know what you are doing Field Type: [a-z][0-9] PIN (Personal Identification Number): Four digit number used for voice mailbox authentication Example: Each voice mailbox has a unique PIN. In order to login to your voice mailbox, provide this number once asked for it by the operator e.g address associated with the voice inbox. This is used for new voice message notification and audio file attachments Example: If is set here, once this mailbox receives a new message, notification and attached voice message (depending if this option is enabled) is sent to this address Field Type: Pager Provide the pager address here Example: If is set here, once this mailbox receives a new message, notification is sent to this pager address

226 226 PBXware System Administration Manual Field Type: Greeting message: Greeting message played to uses before they are transferred to voice mailbox to leave the message Example: Mailbox user may choose between 'Busy' and 'Unavailable' message Field Type: Select box Unavailable message: Upload the custom unavailable message. NOTE: Unavailable message supports: WAV, wav and gsm files only Example: If the default unavailable message does not suit you needs, click the 'Browse' button, upload a custom message and select it under 'greeting message' Field Type: Select box Reset Unavailable message: Reset current unavailable message Example: To reset current unavailable message click this button. NOTE: The message will be deleted from the filesystem Field Type: Option buttons Busy message: Upload the custom busy message. NOTE: Busy message supports: WAV, wav and gsm files only Example: If the default busy message does not suit your needs, click the 'Browser' button, upload a custom message and select it under 'greeting message' Field Type: Select box Reset Busy message: Reset current busy message Example: To reset current busy message click this button. NOTE: The message will be deleted from the filesystem Field Type: Option buttons Skip instructions: Skip the instructions telling users how to leave a voice message

227 Voic 227 Example: Once the caller reaches the voice mailbox, instructions on how to leave voice message are played. You are encouraged to set this option to 'Yes' all the time Field Type: Option buttons Attach: Should the voice message be attached and sent along with the notification Example: Caller leaves a voice message to John. With this option set to 'Yes', notification John gets will have a voice message attached to it so John can listen to it without signing in to his voice mailbox Field Type: Option buttons Delete After ing: Should the voice message sound file be deleted form the filesystem after sending it as an attachment to user's address Example: Caller leaves a voice message to John. With this option set to 'Yes', voice message will be deleted after sending it as an attachment to John's address Field Type: Option buttons Say CallerID: Should extension number which left the voice message be announced to mailbox owner Example: With this option set to 'Yes', John will hear '... from phone number ' when checking mailbox, for example. Field Type: Option buttons Allow Review mode: Allow user to review his voice message before committing it permanently to voice mailbox Example: After caller leaves the voice message and presses '#', additional review options are allowed: 1 to accept the recording, 2 to re-record your message etc... Field Type: Option buttons Allow Operator: Allow caller to reach the operator from the voice inbox by pressing '0' Example: Once user leave a voice message and presses #, additional options, including '...press 0 to reach an Operator' are heard Field Type: Option buttons

228 228 PBXware System Administration Manual Operator Extension: Local extension number that is dialed once '0' is pressed to reach the Operator Example: Once the caller leave a voice message to John and presses '0' to reach the Operator, extension number provided here (e.g. 1001) will be dialed Play Envelope Message: Announces date and time when the voice message was left in inbox Example: With this option enabled, John will hear 'First message, 11:52, 02 Feb 2007' for example, when checking his voice mailbox Voic Delay: Delay time in seconds inserted before the Busy/Unavailable message is played to caller. This solves the 'half-played' file problem. Keep this value between 1-3 Example: Caller is to leave a voice message to John. It hears '...ot at home right now...'. Adding '1' to this field will add one second pause before the message is played. So, now new callers will hear the greeting message without the first part being cut off 'I am not at home right now...'. Timezone: Set the correct date and time format for message envelope. NOTE: Timezones are taken from '/usr/ share/zoneinfo' system directory. Example: Some countries prefer time format in mm-dd-yy or dd-mm-yy format. Select among the available options Field Type: Select box Disk Space Used By Voic Recording: With continuously tone 60 seconds: wav49 = 91.0kb wav = 863.0kb gsm = 91.0kb With continuously silent tone (without sound) 60 sec:

229 Voic 229 wav49 = 0.38kb wav = 3.0kb gsm. = 0.32k b 11.3 Groups Voic groups are used to group voic inboxes. Once a voice message is left to group 2002 for example, all destinations that belong to that voic group will receive the same voice message. This screen lists all system voic groups with the following details: Group: Voic group name/identifier Example: Lobby Field Type: Display Extension: Voic group extension. Once dialed, voic message will be left to all 'Destinations' voice boxes Example: 2002 Field Type: Display Destinations: Voice boxes assigned to a voic group Example: 1001, 1002, 1003 Field Type: Display Edits the voic group configuration Example: Click to edit voic group configuration Field Type: Button Deletes a voic group from the system Example: Click to delete a voic group from the system Field Type: Button

230 230 PBXware System Administration Manual Add/Edit Group Name: Voice mailbox network name Example: Create a voic group 'Lobby' for example Field Type: [a-z][0-9] Extension: Voice mailbox network extension number Example: To leave a message to this group mailbox callers will have to dial the extension number set here, e.g Mailboxes: A list of mailboxes that belong to this voic group is set here Example: To assign extensions to this voic group, provide their extension numbers separated by comma ',' here. For example 1001,1002,

231 Part XII

232 PBXware System Administration Manual Monitor Monitoring window allows administrator to monitor all PBXware extensions, trunks, conferences, queues and live channels in real time In this chapter we will cover: - Trunks Conferences Queues Live Channels Extensions Monitored extensions are displayed in realtime with the following details: NOTE: Certain call actions (such as transferring calls, hanging up etc...) can be performed on active calls as well

233 Monitor Name: Name of the user extension is registered to Example: Peter Doyle Field Type: Display Extension: Protocol used by the extension/extension network number Example: SIP/2002 Field Type: Display IP: IP address:port UAD/Phone registers from Example: :5060 Field Type: Display Status: UAD/Phone network status (Online/Offline) + (ping time) Example: Online (56ms)/Offline Field Type: Display User Agent: UAD/Phone Brand/Version Example: Grandstream 101 Field Type: Display On Call: Is user participating in conversation at this moment Example: -Yes, Field Type: Display -No Channels: Shows the current channels available. Used with 'Listen', 'Transfer', 'Hangup' and 'Details' commands Example: SIP/1111-1de6 (Bridged Call) Field Type: Display 233

234 234 PBXware System Administration Manual Search Refresh Interval: Time interval in seconds at which data details should be refreshed Example: Select '10 sec' in this field for example and click the 'Update' button Field Type: Select box Protocol: Filter the data based on the protocol type (ALL, SIP, IAX) Example: Select 'ALL' for example, and click the 'Sort' button to display both SIP and IAX extensions Field Type: Select box Status: Sort extensions based on their network status (ALL, Online, Offline) Example: Select 'Online' for example, and click the 'Sort' button to display extensions that are registered/ online only Field Type: Select box Letter: Sort extensions based on the user name they belong to Example: Select 'B' for example, and click the 'Sort' button to display extensions that belong to users whose names start with letter B (e.g. Brown James) Field Type: Select box Actions

235 Monitor 235 Listen: Listen active conversations. Select one of the active conversations under 'Channels', click this button and provide extension number that is to listen active conversation. NOTE: You may listen active conversations by dialing *199 + $EXTENSION number as well. But, no matter which method you listen the calls with, the listen service has to be enabled in the enhanced services of the extension that listens the call. Example: Let's say that extensions 1000 and 1001 are in conversation. Select this button and type 1005 into popup window. Extension 1005 will ring and once the handset is picked up, active conversation will be heard. Field Type: Button Transfer: Transfer a party from the active conversation to different destination Example: Let's say that extensions 1000 and 1001 are in conversation. Select one extension (e.g. 1000) under 'Channels' and click this button. Type 1005 into popup window. Extension '1001' will be transferred to extension '1005' Field Type: Button Hangup: Hangup active conversation Example: Let's say that extensions 1000 and 1001 are in conversation. Select one extension (e.g. 1000) under 'Channels' and click this button. Conversation between these two extensions will be terminated. Field Type: Button Details: Display more technical details about the active call Example: Let's say that extensions 1000 and 1001 are in conversation. Select one extension (e.g. 1000) under 'Channels' and click this button. New popup window will open with more details about the ongoing call Field Type: Button

236 PBXware System Administration Manual Trunks Monitored trunks are displayed in realtime with the following details:

237 Monitor 237 Name: Trunk name Example: Depending on the provider settings this can be set to a phone number, ip address or some context Field Type: Display IP: Provider IP address Example: Field Type: Display Status: Displays the trunk status (online/offline) NOTE: Please set the 'Qualify' = '2500' in the Trunk settings to see its status Example: If the 'Qualify' trunk option is empty, 'Unmonitored' is displayed here. Otherwise, '(e) ok (159ms)' is displayed, for example Field Type: Display Search Refresh Interval: Time interval in seconds at which data details should be refreshed Example: Select '10 sec' in this field for example and click the 'Update' button Field Type: Select box Protocol: Filter the data based on the protocol type (ALL, SIP, IAX) Example: Select 'ALL' for example, and click the 'Sort' button to display both SIP and IAX extensions Field Type: Select box

238 238 PBXware System Administration Manual Status: Sort extensions based on their network status (ALL, Online, Offline) Example: Select 'Online' for example, and click the 'Sort' button to display extensions that are registered/ online only Field Type: Select box Letter: Sort extensions based on the user name they belong to Example: Select 'B' for example, and click the 'Sort' button to display extensions that belong to users whose names start with letter B (e.g. Brown James) Field Type: Select box 12.3 Conferences Monitored conferences are displayed in realtime with the following details: Conf Num: Conference number Example: 2255 Field Type: Display Parties: Number of participants in a conference Example: 1001 Field Type: Display Marked: Example: Field Type:

239 Monitor 239 Activity: Time conference is active Example: 00:00:22 Field Type: Display Creation: Conferences can be created dynamically and statically. Statically is pre-configured conference. Dynamic ones are created once the caller calls in, and are not currently supported Example: Static/Dynamic Field Type: Display 12.4 Queues Monitored queues are displayed in realtime with the following details: Queue Name: Queue name Example: MainTest Field Type: Display Total Calls: Total number of queue calls

240 240 PBXware System Administration Manual Example: 0 Field Type: Display Max Calls: Maximum number of queue calls at the same time Example: 4 Field Type: Display Calls Unanswered: Number of unanswered queue calls Example: 0 Field Type: Display Calls Waiting: Number of the calls waiting in the queue Example: 1 Field Type: Display VIP Calls Waiting: Number of VIP calls waiting in the queue Example: 1 Field Type: Display Calls: Select box used with 'Action 243 ' buttons Example: Select this box and click on the action button Field Type: Display Caller ID:

241 Monitor 241 Caller ID of user waiting in a queue (displayed in $TECHNOLOGY/$EXTENSION format) Example: SIP/1020 Field Type: Display Extension: Extension number of the user waiting in a queue Example: 1020 Field Type: Display DNID: Network extension number of the queue caller is waiting in Example: 4000 Field Type: Display Status: CallerqQueue status displayed in '$Status [$Time]' format Example: If caller is waiting in a queue 'Waiting [ 0h1m18s ]' is displayed, and if caller is talking to a queue agent ' Talking[ 0h1m18s ]' is displayed here Field Type: Display Entered: Time user entered the queue in 'hh:mm:yy' format Example: 14:59:40 Field Type: Display Channel: Network channel through which user connects to queue displayed in '$TECHNOLOGY/$EXTENSION$UNIQUEID' format Example: SIP/ e8f7c8 Field Type: Display

242 242 PBXware System Administration Manual Members: Select box used with 'Action 243 ' buttons Example: Select this box and click on one of the action button Field Type: Display Name: Name of the queue member displayed in '$STATUS/$EXTENSION NUMBER' format Example: Agent/4010 Field Type: Display Extension: Extension number queue member is connection from Example: 1001 Field Type: Display Status: Status of the queue member Example: If the queue member is talking, 'Busy' is displayed here Field Type: Display Current Call: Status of the current queue member call Example: If queue member is talking with extension 1020 for example, 'Bridged Call(SIP/ e96618' is displayed here Field Type: Display Channel: Network channel queue agent connects to the queue Example: Agent/4010 Field Type: Display

243 Monitor Refresh Refresh Interval: Time interval in seconds at which data details should be refreshed Example: Select '10 sec' in this field for example and click the 'Update' button Field Type: Select box Queue: Select which queue data is to be displayed Example: Select 'ALL' to display information on all PBXware queues, or select the queue name to view information about that queue only Field Type: Select box Actions Listen: Listen active conversations. Select one of the active conversations under 'Calls', click this button and provide extension number that is to listen active conversation. NOTE: You may listen active conversations by dialing *199 + $EXTENSION number as well. But, no matter which method you listen the calls with, the listen service has to be enabled in the enhanced services of the extension that listens the call. Example: Let's say that extension 1000 is waiting in queue. Select the box under 'Calls', click this button type 1005 into popup window. Extension 1005 will ring and once the handset is picked up, the conversation between ext 1000 and and queue member will be heard. Field Type: Button Transfer: Transfer a party from the active conversation to different destination

244 244 PBXware System Administration Manual Example: Let's say that extension 1000 is waiting in queue. Select the box under 'Calls', click this button and type 1005 into popup window. Extension 1000 will be transferred to extension 1005 Field Type: Button Hangup: Hangup active conversation Example: Let's say that extensions 1000 is talking with queue agent Select the extension 1000 under 'Calls' and click this button. Conversation between these two extensions will be terminated. Field Type: Button Details: Display more technical details about the active call Example: Let's say that extensions 1000 and 1001 are in conversation. Select one extension (e.g. 1000) under 'Channels' and click this button. New popup window will open with more details about the ongoing call Field Type: Button

245 Monitor Live Channels Monitored live channels are displayed in realtime with the following details: NOTE: Certain call actions (such as transferring calls, hanging up etc...) can be performed on active calls as well

246 246 PBXware System Administration Manual From: SIP/EXTENSION number of user making the call Example: SIP/6464 Field Type: Display To: Extension number of user receiving a call Example: SIP/6464 Field Type: Display Refresh Refresh Interval: Time interval in seconds at which data details should be refreshed Example: Select '10 sec' in this field for example and click the 'Update' button Field Type: Select box

247 Monitor Actions Listen: Listen active conversations. Select the box next to one of the active conversations, click this button and provide Extension number that is to listen active conversation. NOTE: You may listen active conversations by dialing *199 + $EXTENSION number as well. But, no matter which method you listen the calls with, the Listen service has to be enabled in the enhanced services of the extension that listens the call. Example: Let's say that extension 1000 is waiting in queue. Select the box under 'Calls', click this button type 1005 into popup window. Extension 1005 will ring and once the handset is picked up, the conversation between ext 1000 and and queue member will be heard. Field Type: Button Transfer: Transfer a party from the active conversation to different destination Example: Let's say that extension 1000 is waiting in queue. Select the box under active call line, click this button and type 1005 into popup window. Extension 1000 will be transferred to extension 1005 Field Type: Button Hangup: Hangup active conversation Example: Let's say that extensions 1000 is talking with queue agent Select the box under the 1000 and click this button. Conversation between these two extensions will be terminated. Field Type: Button Details: Display more technical details about the active call Example: Let's say that extensions 1000 and 1001 are in conversation. Select the box under the 1000 and click this button. New popup window will open with more details about the ongoing call Field Type: Button

248 248 PBXware System Administration Manual

249 Part XIII

250 PBXware System Administration Manual Networks Networks are a transmission lines between two systems. But, unlike the trunks which use PSTN and VOIP technologies, networks use DUNDi(Distributed Universal Number Discovery) or something like a peer-to-peer protocol for communication with other systems over Internet gateways. In this chapter we will cover: - Server Peers RSA keys Lookup Server This window displays location and PBXware network information used by peers to connect to our system In this chapter we will cover: - General Networking 253

251 Networks General This section contains the PBXware location information. 251

252 252 PBXware System Administration Manual Department: Department name Example: Sales Department Field Type: [a-z][0-9] Organization: Organization name Example: ZX Company Field Type: [a-z][0-9] Locality: Company Surrounding/Nearby location Example: NYC Field Type: [a-z][0-9] State/Province: Company State/Province location Example: NY Field Type: [a-z][0-9] Country: Company Country location

253 Networks Example: United States Field Type: [a-z][0-9] Company contact address Example: Field Type: [a-z][0-9] Phone: Company contact phone number Example: Field Type:[0-9] Networking This section contains the PBXware network details 253

254 254 PBXware System Administration Manual Enable lookup: Enable peer lookup for this server Example: Setting this option to 'Yes' will allow other peers to find information about this server. It is recommended to keep this option set to 'Yes' Field Type: Option buttons Network Prefix: Prefix number assigned to the server Example: This number is similar to Area Code. It has to be dialed by other peers in order to access extensions on our side. Setting this option to '6' means that other peers will dial to dial extension 1000 on our server IP Address: PBXware IP address other peers will connect to Example: If PBXware is located on public IP address , type that IP here Entity ID: PBXware MAC address. If PBXware has more then one MAC address, provide one of the first eth device Example: 00:07:E9:3B:76:60 Field Type: [a-z][0-9] Bind Address: Set the Bind Address allowed to connect to our peer Example: To allow all IP addresses to connect to us, set ' ', or to allow access from this IP address only Port: Port through which other peers will connect to our server

255 Networks 255 Example: Default Bind Address Port is '4520' Codecs: Codecs are allowed to other peers when connecting to our PBXware. See 'Codec Bandwidth' below for more Example: It is recommended that you check the boxes next to ulaw, alaw, g719, gsm and ilbs codecs Cache: Time in seconds during which peers will cache our query responses Example: Default value '3600' TTL: Time in milliseconds system will wait for the response Example: Default value '32' Auto-kill: Cancels the connection if there is no response within 2 seconds Example: It is recommended that you keep this option set to 'Yes' Field Type: Option buttons Store history: Should PBXware keep track of the last several queries and their execution time Example: Set to 'Yes' only when debugging for it impacts the performance. Default value 'No' Field Type: Option buttons Codec Bandwidth: ITU G.711 ulaw - 64 Kbps, sample-based, used in US

256 256 PBXware System Administration Manual 13.2 ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks. Peers This section contains information about peer systems PBXware connects to. This screen lists all system network peers with the following details Peer Entity ID: PBXware MAC address Example: 00:07:E9:3B:76:60 Field Type: Display Host: PBXware IP address Example: Field Type: Display Status: Peer connection status Example: OK(1ms) Field Type: Display Edit peer settings Example: Click to edit peer settings Field Type: Button Delete peer Example: Click to delete peer from the system Field Type: Button

257 Networks Add/Edit Peer Entity ID: MAC address of the PBXware we are connecting to. If PBXware has more then one MAC address, provide one of the first eth device Example: 00:07:E9:3B:76:60 Field Type: [a-z][0-9] Incoming RSA Key: RSA key of the PBXware we are connecting to Example: -----BEGIN PUBLIC KEY----MIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA MIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIG MIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIb MIGfMA0GCSqGSIbMIGfMA0GCS -----END PUBLIC KEY----Field Type: [a-z][0-9]

258 258 PBXware System Administration Manual Host: Peer IP address PBXware is connecting to Example: If PBXware is located on public IP address , type that IP here Pre-cache: Set the peer pre-caching method Example: Select among available options: incoming - permit peer to send pre-cache routes outgoing - send pre-cache routes to this peer Symmetric - both Field Type: Select box Search order: Set the search order Example: Select among available options: Primary Secondary Tertiary Quartiary Field Type: Select box Qualify: Should PBXware test if peer is alive Example: Field Type: Option buttons 13.3 RSA keys This is the PBXware RSA key used for authentication with all network peers

259 Networks 259 Create new key Generate new RSA key. This key will be used for PBXware connection authentication. NOTE: Do not generate new RSA keys if connected to peers. If you do generate a new RSA key, be sure to pass it to all server you are registered with as peer Example: -----BEGIN PUBLIC KEY----MIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA MIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIG MIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIbMIGfMA0GCSqGSIb MIGfMA0GCSqGSIbMIGfMA0GCS -----END PUBLIC KEY----Field Type: [a-z][0-9] 13.4 Lookup DUNDi lookup feature determines if a number can be reached via the service. Additional information is displayed commenting what is actually happening with the call Lookup number: Provide a fool lookup number here

260 260 PBXware System Administration Manual Example: $NETWORKPREFIX + $NETWORK NUMBER (e.g =Network prefix and 1001 is local extension) By-pass cache: By-pass cache when performing lookup Example: It is recommended to keep this option checked Field Type: Option button Lookup Select this button to perform the lookup. The result will be displayed in new window below Example: Provide the lookup number, by-pass the cache and click this button to perform a lookup Field Type: Button

261 Part XIV

262 PBXware System Administration Manual Reports Reports display detail records of all PBXware calls, system action logs, CLI messages and SMTP logs In this chapter we will cover: - Action Logs CLI Messages CDR Settings CDR CDR displays detail records of all PBXware calls with the following details

263 Reports 263 From: Extension number the call was made from Example: If call was made from extension 1001 to extension 1004, '1001' is displayed here. Field Type: Display Destination: Extension number the call was made to Example: If call was made from extension 1001 to extension 1004, '1004' is displayed here. Field Type: Display Date/Time: Date and Time when the call was made Example: 04 Oct :44:10 Field Type: Display Duration: Call duration time in hh:mm:ss format Example: 00:12:45 Field Type: Display Billing: Time billed by the system Example: 00:12:45 Field Type: Display Routes: Number of system routes Example: If call goes directly from extension to destination - '1' will be displayed here. If call has entered

264 264 PBXware System Administration Manual the IVR and was then redirected to queue and then agent answers the call '2' will be displayed here (IVR and queue were used) Field Type: Display Status: Displays the call status Example: Depending on whether a call was answered or not, this field value may have the following content: Answered Not Answered Busy Error Field Type: Display This icon is displayed once a call is recorded and 'Delete' or 'Listen' enhanced service is active This is a box used with the CDR commands to select a desired call Search/Filter Start Date: Select a Search/Filter start date Example: Click on a small 'Calendar' icon next to a field and select desired date Field Type: Option button End Date: Select a Search/Filter end date Example: Click on a small 'Calendar' icon next to a field and select desired date Field Type: Option button Status: Search calls by selecting desired call status Example: Click on a 'Please Select' button and select one of the available fields: All

265 Reports 265 Answered Not Answered Busy Error Field Type: Select box Source: Search calls by source type Example: Select 'Destinations' to display calls that came over network extensions or 'Trunk' to display calls that came from other providers/pbxwares etc... Field Type: Option button Type: Search calls based on the type of calls Example: Click the 'Type' button and select one of the available fields: All Outgoing Incoming Field Type: Select box NOTE: After making any changes to search filter, be sure to click the search icon Actions In this chapter we will cover: - Listen Call Print Advanced Listen Listen: Once the 'Listen' icon is displayed next to a call record it means that the specific call was recorded.

266 266 PBXware System Administration Manual Example: To play recorded calls, check the box next to a 'Listen' icon and click 'Listen'. Browser will prompt you to open the sound file in your favorite audio player or to download the sound file. Field Type: Option button NOTE: By default the sound format is available as a.gsm file. To change the recording format go to: 'Settings: Servers: Edit: Recordings format' and select one of the available sound formats: gsm wav wav49 and ogg Call To establish a call between two PBXware extensions all you need to provide is the caller $EXTENSION number and the $DESTINATION extension Caller PBXware extension that will make a call Example: Provide any PBXware extension number here, 1001 for example Destination: Destination extension that will be dialed by 'Caller' extension Example: To select a destination extension, first check a box next to a CDR record. This field will display two extensions listed under 'From' and 'Destination' selected record Field Type: Select button NOTE: After setting 'Caller' and 'Destination' extensions click the call icon

267 Reports Print Check the box next to a call record and click the 'Print' button. This action will open a new popup window with the printing interface Click on ' ' button to send all reports listed on page or Select a box next to a report and click ' ' button to send only selected ones

268 268 PBXware System Administration Manual Provide address where report is to be sent and click 'OK' button to proceed or 'Cancel' to abort the action Press 'OK' to all CDR records on the current page (even if they are not selected) or click 'Cancel' to print selected records only Finally, press 'OK' button to confirm action or 'Cancel' to abort the action Advanced In this chapter we will cover: - CLIR Delete Recording Download CSV 210

269 Reports CLIR CLIR: CLIR (Command Line Interface Record) details Example: Select a desired call record and click this button to view more technical details about the call. A small popup window will open with the data. NOTE: When experiencing any kind of unexplained problems, this is the data you need to send to the technical support team Field Type: Command Button Delete Recording Delete Recording:

270 270 PBXware System Administration Manual Deletes the recorded calls. NOTE: For this command to be displayed, appropriate enhanced service has to be set. Example: Select a recorded call and click this button to delete it from the file system Field Type: Command Button Download CSV Download CSV: Download data as the.csv (Comma Separated Value) file Example: Click this button to download the.csv file to your desktop Field Type: Command Button 14.2 CDR Settings Please provide a number in 'Records per page' field Records per page: Number of records displayed per page Example: When on 'Reports: CDR' page, and this option is set to '16', last 16 call records will be displayed. On the bottom there is 'Page' field. Type a page number, e.g. '2', and click 'GO' button to display next 16 call records 14.3 Action Logs Each time a user interacts with the system, its action is sent to an "action queue". The action queue

271 Reports 271 then sends a command to the PBXware service that is running on either local or remote host(s). These commands are then analyzed by the action queue for its status. All successful commands are colored in green. All unsuccessful commands are colored in red, and queued for re-sending 5 minutes subsequently. ID: Action logs unique id (Identities) Example: #4250 Field Type: Display Date: Date/Time action log has been performed Example: :12:23 Field Type: Button Command: Command sent to PBXware service

272 272 PBXware System Administration Manual Example: Query executed successfully. Field Type: Display Search From: Select a Search/Filter start date Example: Click on a 'Pick date' button next to a field and select desired date Field Type: Option button To: Select a Search/Filter end date Example: Click on a 'Pick date' button next to a field and select desired date Field Type: Option button Show: Display results based on the set Search details Example: Select 'From' and 'To' date ranges and click this button to display the results Field Type: Button 14.4 CLI Messages CLI messages provide a convenient method of showing messages received from asterisk CLI (Command Line Interface). Each message is shown in the order received and if clicked on, it will open a new browser searching with the message content text.

273 Reports Available Message types: Warning - A warning message of an issue that will not usually affect the system's operation Notice - A notice message is simply a formal notice and does not affect the system's operation Error - Error message may in some situations stop or affect the system's operation 14.5 SMTP Log Last messages archived in the SMTP log. Messages are marked as: Sent - Sent by PBXware and Received - Response from the SMTP server 273

274 274 PBXware System Administration Manual Date: Date/Time SMTP log was created Example: 12 Sep :57:21 Field Type: Display Message: SMTP server response Example: AUTH LOGIN Field Type: Display

275 Part XV

276 PBXware System Administration Manual Fax Fax window displays all faxes received by the PBXware and the ones transferred to remote systems as well In this chapter we will cover: - Received FAXes Remote FAX Received Faxes This screen lists all faxes received by the PBXware with the following details

277 Fax 277 From: Extension number fax was sent from Example: Field Type: Display Destination: address attached fax was sent to. If Extension number is displayed here, fax is sent to address associated with the extension Example: 1001 Field Type: Display Date/Time: Date/Time was was received Example: 04 May :48:12 Field Type: Display Pages: Number of pages in received fax Example: 1 Field Type: Display Size: Fax size in KB Example: 14KB Field Type: Display Sent: Shows whether fax was sent remotely or not Example: Red icon indicates local and green one indicated remote fax destination

278 278 PBXware System Administration Manual Field Type: Display Box used for download/delete fax actions Example: Select this box and click 'Download' button to download selected fax Field Type: Option button 15.2 Remote FAX These options allow PBXware to transfer all incoming faxes to other systems. In order to do so be sure to set the following options under incoming DID ('Destination'='Fax to ', 'Value'='remote:fax') and then provide the necessary remote system information here as follows Remote PBXware: IP address of remote system that is to receive fax Example: Remote Port: Port on remote system used for communication Example: PBXware Username:

279 Fax Remote system daemon username ('Settings: Servers: Edit: Daemon Username') Example: admin [a-z] PBXware Password: Remote system daemon password ('Settings: Servers: Edit: Daemon Password') Example: pasd7f9 [a-z] Remote Fax Number: Extension number that will be displayed as fax sender. Example:

280 Part XVI

281 System System System window administers the core PBXware components such as the file system, system services, server details, licensing, sound files, MOH (Music On Hold) etc... In this chapter we will cover: - File System Services Server Details Licensing Sound Files Music on Hold Information File System All lpbxware logs, sound recordings, CLI and CLIR files are stored on local file system. Some of these files can grow to a size which will not leave any space left on the system. This section provides management of how and when these files should be rotated or deleted in order to prevent such scenario.

282 282 PBXware System Administration Manual Following files are rotated after selected period of time PBXware logs: Time PBXware logs are kept on the filesystem '/home/servers/pbxware/pw/pbxware/var/log' Example: Default value '4 weeks' Field Type: Select box Asterisk logs: Time Asterisk logs are kept on the filesystem '/home/servers/pbxare/pw/var/log/asterisk' Example: Default value '4 weeks' Field Type: Select box Following files are deleted after selected period of time PBXware CLIR files: Time PBXware CLIR files are kept on the filesystem '/home/servers/pbxware/pw/pbxware/var/clir' Example: Default value '4 weeks' Field Type: Select box Asterisk Backup files: Time Asterisk backup files are kept on the filesystem '/home/servers/pbxware/pw/etc/asterisk/backup' Example: Default value '9 weeks' Field Type: Select box

283 System 283 Voic Time Voic files are kept on the filesystem '/home/servers/pbxware/pw/var/spool/asterisk/voic / default/$voice MAILBOX' Example: Default value '6 weeks' Field Type: Select box Recordings: Time Recordings are kept on the filesystem '/home/servers/pbxware/pw/var/spool/ast/monitor' Example: Default value 'week' Field Type: Select box 16.2 Services This window controls the basic actions (start, stop, restart, reload) of PBXware services

284 284 PBXware System Administration Manual System: Stop/Start/Restart the system Example: Clicking on the 'Restart' button would reboot the system Field Type: Command button Asterisk: Stop/Start/Restart/Reload the Asterisk (The core PBXware runs on) Example: Clicking on the 'Restart' button would restart the Asterisk Field Type: Command button PBXware: Stop/Start/Restart/Reload the PBXware Example: Clicking on the 'Restart' button would restart the PBXware Field Type: Command button Apache: Stop/Start/Restart/ the Apache web server Example: Clicking on the 'Restart' button would restart the Apache web server. In case that you cannot reach the PBXware login screen this is the service you need to start/restart Field Type: Command button MySQL: Stop/Start/Restart/Reload the MySQL database Example: Clicking on the 'Restart' button would restart the MySQL database server Field Type: Command button TFTP: Stop/Start/Restart/ the TFTP server Example: TFTP is used for storing and serving the UAD/Phone auto-configuration files Field Type: Command button

285 System PBXware Postfix: Stop/Start/Restart/Reload the PBXware Postfix server Example: Clicking on the 'Restart' button would restart the PBXware Postfix server Field Type: Command button Postfix: Stop/Start/Restart/Reload the Interface Postfix server Example: Clicking on the 'Restart' button would restart the Postfix server Field Type: Command button Jabber server: Stop/Start/Restart/Reload the Jabber messaging server Example: Clicking on the 'Restart' button would restart the Jabber server Field Type: Command button 16.3 Server Details This window resets the root PBXware password, timezone and hostname 285

286 286 PBXware System Administration Manual Root Password: Set the root password Example: PBXware prompts for this password during the system/ssh login and when accessing system services throughinterface Field Type: [a-z][0-9] Confirm Password: Confirm the root password Example: Re-type the root password entered in the field above Field Type: [a-z][0-9] Time zone: Time zone PBXware is located at Example: Select the appropriate time zone, for example 'USA/East-coast Field Type: Select box

287 System 287 Hostname: The name given to machine which will identify the system on the network Example: hostname Field Type: [a-z][0-9] 16.4 Licensing This window (re)licenses the system. Free and requested licenses are available (both bond to a system MAC address). If you are upgrading your license just paste the license key in 'License Number' field, select the MAC address assigned to a license key and click on 'Save' button NOTE: System must have access to fully operational Internet connection in order to license the system. Licence Type: Select a system license type

288 288 PBXware System Administration Manual Example: The system comes with two license types. FREE license and 'Requested License' Field Type: Select box License Number: Provide system licence number as received in . NOTE: This field will not be active if FREE license is requested Example: ABCDE123 Field Type: [a-z][0-9] MAC: Select a MAC address to which license will be applied Example: If your system has multiple MAC addresses select the one you wish to assign the license to. In case this MAC address changes in the future, you will have to re-license the system Field Type: Select options 16.5 Sound Files This section administers all sound files used by the PBXware

289 System 289 Sounds: Select among available options (gsm, ulaw, alaw, g729, ilbc, sln) to display system sound files of that type Example: Selecting 'gsm' will display all system sounds with the.gsm file type Field Type: Select box Upload: Uploads selected file from local computer to PBXware Example: Click 'Browse' button and select a file from your desktop. Then click this button to upload selected file to PBXware Field Type: Command button

290 290 PBXware System Administration Manual Rename: Renames selected sound file Example: Select a box next to a sound file (e.g. arizona). Change 'arizona' into 'Arizona101' and click this button to rename selected sound file Field Type: Command button Delete: Deletes selected sound file Example: Select a box next to a sound file (e.g. arizona) and click this button to delete selected sound file Field Type: Command button Download: Downloads selected sound file to user's desktop Example: Select a box next to a sound file (e.g. arizona) and click this button to download selected file to your desktop Field Type: Command button NOTE: PBXware will play only sound file types equal to enabled codecs on dialing extension. For example, Extension 1000 has only gsm codec enabled. When same Extension logs in as a Queue Agent by dialing '*202 + $AGENT_NUMBER', all sounds played by PBXware (asking for password etc...) will be in '. gsm' format. If multiple codecs are enabled for Extension 1000(ulaw,alaw,gsm), PBXware will play sound files with better sound quality (ulaw/alaw) Music on Hold Music on Hold is a music or advertisements played to callers while they are waiting for agent or when put on hold for example In this chapter we will cover: - Content Classes 294

291 System Content MOH content window administers all PBXware MOH sound files. They are listed here with the following details Name: MOH sound file name Example: In The Club Field Type: Display Author: MOH sound file author Example: 50 Cent Field Type: Display Length: MOH sound file length in min:sec Example: 3:40 Field Type: Display Class: MOH class sound file belongs to Example: Default Field Type: Display

292 292 PBXware System Administration Manual Status: MOH sound file status Example: On/Off Field Type: Display Edits the MOH file configuration Example: Click to edit MOH file configuration Field Type: Button Deletes a MOH file from the system Example: Click to delete a MOH file from the system Field Type: Button Search Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] Name: Should search filter be applied to track names Example: Check the box to search track names Field Type: Check box

293 System Add/Edit Content Clip name: Audio file name Example: Eyes Without A Face Field Type: [a-z][0-9] Author: Author name Example: Billy Idol Field Type: [a-z][0-9] File: Displays full path to music file on local computer. Click 'Browse' button to select a file Example: D:\Billy Idol\Billy Idol - Eyes Without A Face.mp3 Field Type: [a-z][0-9] Length: Clip length Example: 4:13 [:] 293

294 294 PBXware System Administration Manual Class: Select a MOH class sound file belongs to Example: default Field Type: Select box Status: Set the status of uploaded file(active/inactive) Example: On, Off Field Type: Option buttons NOTE: 'wav', 'mp3'(44100mhz, 128bit rate), 'ogg' and 'gsm' files are allowed for upload. File size is limited to 8Mb Classes MOH classes are something like folders on a computer filled with music files. Once a MOH class is assigned to queue for example, all sound files that belong to 'default' class are played back in random order. MOH classes are listed here with the following details Name: MOH class name Example: test Field Type: Display Status: MOH class system status. When disabled, sound files that belong to the class will not be played anywhere on the system Example: test

295 System Field Type: Display Edits the MOH file configuration Example: Click to edit MOH file configuration Field Type: Button Deletes a MOH file from the system Example: Click to delete a MOH file from the system Field Type: Button Search Search: Search phrase Example: Provide a search phrase here and hit enter to filter the records Field Type: [a-z][0-9] Name: Should search filter be applied to class names Example: Check the box to search class names Field Type: Check box Add/Edit Classes 295

296 296 PBXware System Administration Manual Class Name: MOH class name Example: IVR greetings Field Type: [a-z][0-9] Status: Set the class status Example: On, Off Field Type: Option buttons 16.7 Information PBXware continuously monitors system services, load, ZAPTEL modules etc... in order to achieve and maintain high quality operations across the system and network. The result of these monitoring operations are also accessible to an authorized user.

297 System Refresh Interval: Time interval in seconds at which data is to be refreshed Example: 10 sec Field Type: Select box PBXware Uptime: Total time PBXware is available for service Example: 1 hour, 16 minutes, 42 seconds Field Type: Display 297

298 298 PBXware System Administration Manual Last Reload: Total time since PBXware was last reloaded Example: 10 minutes, 34 seconds Field Type: Display Load: Load shown for past 1, 5 and 15 minutes Example: 0.16 Field Type: Display CPU: CPU usage by: user, kernel and idle Example: 2.3% Field Type: Display Memory: Memory usage by: Used, Cache and Free Example: 299.1M Field Type: Display Swap: Swap space usage Example: 5.2M Field Type: Display Processes: Processes by Running, Sleeping, Stopped and Zombie Example: 1, 96, 0, 0 Field Type: Display rootfs: File systems present shows by type, mount, usage and free status Example: 0B, 0B, 3.3G, 1.5G Field Type: Display CPU Info: Number of CPU's, Model, Speed and Cache size Example: Pentiun II (Deschutes), , 512KB Field Type: Display System: General system details like Name, Kernel, Architecture and Uptime Example: zenica.bicomsystems.com, Linux EL, i686, 18d 1h 35m Field Type: Display Services: Default system services running on the system Example: PBXware, Asterisk, TFTP, Postfix Field Type: Display Modules: Currently loaded ZAPTEL modules Example: wsusb Field Type: Display Zaptel: A list of all cards detected by the system is displayed here.

299 System 299 Channel Map displays used slots on TDM card. In this case first slot is filled with FXO module (displayed in black) while other 'Empty' slots are displayed in gray color. Example: Channel Map: 1: FXO, 2:FXS, 3:Empty, 4:FXO Field Type: Display NOTE: With TDM cards, please make sure your power cable is connected. Message 'PLEASE CHECK TDM POWER CABLE' will be displayed if this happens.

300 Part XVII

301 Routes Routes Routes identify each number dialled by users. Information is identified by the number dialled and destination group it belongs to. In this chapter we will cover: - Routes Destination Groups Routes This window identifies all destinations by dialled numbers. All numbers provided here are in E164 format. Destinations that do not exist in this database cannot be dialed by the PBXware.

302 302 PBXware System Administration Manual Update daemon database: Updates daemon database with imported data Example: Click to update Field Type: Button Import Database: Imports current data from the central destination database Example: Click to import Field Type: Button NOTE: Import and update operations need to be performed at regular maintenance times. In addition, any destination is not accessible the network administrator should be notified. Export database: Export daemon database with newly added details Example: Click to export Field Type: Button

303 Routes 303 Routes: Displays alphabetically all available destination routes. Example: A, B, C, D... Field Type: Button Destination group: Further description of selected route. Displays destinations by proper, mobile etc number Example: Special Service 48 States Toll Free Alaska Hawaii Field Type: Display Show Hidden Groups: Show hidden route groups Example: Click on this button to display all available groups Field Type: Button In order to view destination numbers for United Kingdom, click on 'u' letter under 'Routes' navigation. All United Kingdom destination groups will be displayed. Click on one (e.g. Proper) to view all destination numbers assign to it.

304 304 PBXware System Administration Manual Add/Edit Routes You will see these options if you have clicked on 'Add Destination' group or 'Edit' icon under routes list Destination Name: Unique destination name Example: 'All proper destinations' Field Type: [a-z][0-9] Destination Code: Destination code identifier Example: Number that identifies destination (e.g. 442, where all numbers start with 442*******) Route: Route to which destination code belongs to Example: If route '442' belongs to United Kingdom, select 'United Kingdom' here Field Type: Select box Destination Type:

305 Routes 305 Group to which destination code belongs to Example: If route '442' belongs to proper phones, select 'Proper' here. If it belongs to mobile provider O2 for example, select 'O2' here Field Type: Select box 17.2 Destination Groups Each country can be assigned with many destination groups/service providers. You may add one by clicking on the 'Add Destination Group 306 ' from this location. All groups that have no numbers assigned will not be displayed when Routes information are required Destination Group: Name of the destination group

306 306 PBXware System Administration Manual Example: 48 States Field Type: Display Deletes a destination group from the system Example: Click to delete a destination group from the system Field Type: Button Add/Edit Destination Group You will see this option if you have clicked on 'Add Destination Group' option Destination Group: Destination Group name Example: 48 States Field Type: [a-z][0-9]

307 Part XVIII

308 PBXware System Administration Manual LCR LCR (Least Cost Routing) section allows fine tuning the systems trunks usage accordingly to the price and quality. By default, system uses default trunks for each destination in order to present this feature as simple as possible. Routes: Displays alphabetically all available destination routes. Example: A, B, C, D... Field Type: Button Destination group: Further description of selected route. Displays destinations by proper, mobile etc number Example: Special Service 48 States Toll Free Alaska Hawaii Field Type: Display Primary/Secondary/Tertiary Trunk: Select trunks to be used to desired destination Example: Voip trunk Field Type: Select box

309 LCR Precedence Settings: - Default Trunks: All System calls go through trunks defined here. MiniLCR: Overrides 'Default Trunks' and sets a specific trunk for a destination Extensions: - Trunks: Overrides 'Settings: Default Trunks' - Routes: Overrides 'Settings: MiniLCR' 309

310 Part XIX

311 Service Plans Service Plans Service plan defines fare details per each destination a caller may call. This screen lists all system service plans with the following details Name: Service plan name Example: Euro Field Type: Display Edits the service plan Example: Click to edit a service plan configuration Field Type: Button Deletes a service plan from the system Example: Click to delete a service plan from the system Field Type: Button

312 PBXware System Administration Manual Add/Edit Service Plan These options fine tune the service plan with details such as minimum and connection charge, grace period and inclusive minutes Service Plan Name: Service plan name Example: If service plan name is 'Euro', select this name under 'Service Plan' under extensions to apply it to that Extension Field Type: [a-z][0-9] Minimum charge: Minimum charge applied to each made call regardless of the call duration Example: If call is made, no matter how much it lasts, this 'minimum charge' will be applied Connection charge: Charge applied to any call that leaves the system (regardless if other party answers or not) Example: If this charge is set to 0.4, each call that leaves the system will be charged that amount regardless if other party answers the call or not

313 Service Plans 313 Total Inclusive Minutes: Total number of inclusive minutes assigned to a service plan Example: If this field is set to '5', each user assigned to this service plan will have 5 free minutes of call time to any location. NOTE: 'Minimum charge' and 'Connection charge' will be applied if set. Grace Period: Number of seconds at the beginning of a call that are not charged Example: If grace period is set to 10, and call lasted 15 seconds, only 5 seconds of the call will be charged Billing: Billing type (MINIMUM_CHARGED/CHARGE_EVERY_$SECONDS) Example: If '30/6' is selected, and you've made the call which lasted 12 seconds, it will be billed as if you've made a 30 seconds call. If the call lasted for 39 seconds - it will be billed as if the call lasted 42 seconds ( = 42) Field Type: Select box Rates These options set incoming/outgoing rates per each known destination In this chapter we will cover: - Upload/Download Routes 315

314 314 PBXware System Administration Manual Destination Group: Destination Group name Example: Mobile Field Type: Display Edits the Destination Group charges Example: Click to edit a Destination Group charges Field Type: Button Upload/Download Destination Group rates can be easily uploaded and download from the server. Update the.csv file on your desktop, click on 'Browse' button, select the file and click on 'Upload' button. NOTE: CSV file must be in following format (Code,"Route","Destination","Outbound","Inbound"). For example 93,"Afghanistan","mobile" To download rates file from the server just click on 'Download CSV' button.

315 Service Plans Routes Click on a letter under a 'Routes' navigation 'B' for example and select 'Bosnia and Herzegovina'. A list of 'Destination Groups' will be displayed under 'Destination Group'. Click on a 'Edit' Destination Groups charges. button to edit the

316 316 PBXware System Administration Manual Outbound: Destination group outbound charge Example: If you have edit the 'Mobile' destination group and set this options to , this rate will be applied to all made calls to Mobile destination Inbound: Destination group inbound charge

317 Service Plans 317 Example: If you have edit the 'Mobile' destination group and set this options to , this rate will be applied to all received calls from this Mobile destination Inclusive: Should inclusive minutes be calculated for this destination Example: If this option is enabled, inclusive minutes will be applied when dialling of receiving calls from this location Field Type: Option buttons Enhanced Services Enhanced Services set here will be applied to all users assigned with this Service Plan. For example, if 'Euro' Service Plan is set to have only 'Call Forwarding' enabled, all users with 'Euro' Service Plan will have 'Call Forwarding' enabled only. For more on Enhanced Services please click here 72

318 318 PBXware System Administration Manual Destinations Destinations set here will be applied to all users assigned with this Service Plan. For example, if 'Euro' Service Plan is set to have 'UK: Proper' destination allowed only, all users with 'Euro' Service Plan will be able to call only 'UK: Proper' For more on Destinations please click here 68

319 Service Plans 319

320 320 PBXware System Administration Manual

321 Part XX

322 PBXware System Administration Manual Self Care Self Care is extension administration interface used by the extension owner In this chapter we will cover: - Login Administration Interface Help Logout Login In order to login into Self Care point your browser to: (For Example: address assigned to extension Example: Provided address is used as a username for logging into the Self Care (e.g. com)

323 Self Care 323 Field Type: [a-z] [0-9] Password /PIN: PIN assigned to extension Example: This field accepts extension PIN (e.g. 1981) 20.2 Administration Interface In this chapter we will cover: - Extension Control My Details Voic Enhanced Services CDR Settings Extension Control User can monitor multiple extensions through Self Care interface. To administer different extension select its

324 324 PBXware System Administration Manual network number from the 'Select an extension' select box. You will be asked to authenticate by providing extension PIN number. If correct extension PIN is provided, user will administer selected extension My Details User can manage his account and PIN associated with his extension. NOTE: If user has voic account only(no system extension), this feature will be disabled. address associated with the extension. This address is used for various system notifications and for user logging into Self Care Example: To login into Self Care type this address into ' ' field Field Type: [a-z] [0-9] PIN (Personal Identification Number): Four digit password used for accessing voic and other additional PBXware services as well as logging into Self Care

325 Self Care Example: To login into Self Care type this number into 'PIN' field Voic User can manage voice messages left on his extension from this location. In this chapter we will cover: - Actions Voic Options 327 Msg: Voic message identification number Example: 0000 Field Type: Display Caller: Identifies the user who has left the message by his name and extension number Example: "BobReilly" <5000> Field Type: Display Date: Time/Date a voic has been received in inbox Example: 13 Apr :12 Field Type: Display Duration: Time duration of voice message Example: 00:18 Field Type: Display Type: Voic file type and size Example: wav49 (9.07k) Field Type: Display NOTE: Disk Space Used By Voic Recording With continuously tone 60 seconds: wav49 = 91.0kb 325

326 326 PBXware System Administration Manual wav = 863.0kb gsm = 91.0kb With continuously silent tone (without sound) 60 sec: wav49 = 0.38kb wav = 3.0kb gsm. = 0.32k b Actions Open: Displays the content of a voice inbox folder Example: Select a destination folder in a Select box and click this button to display its contents Field Type: Command Button Move: Moves the content into different voice mailbox location/directory Example: Select the box next to a voice message, set the destination folder in the Select box and click this button to move the voice message to new destination/folder Field Type: Command Button Forward: Forward the voice message to other network extension inbox Example: Select the box next to a voice message and click this button. When prompted for extension, type '1005' for example and selected voice message will be transferred to the voice inbox of the network extension 1005 Field Type: Command Button Play: Downloads/Plays the voice message Example: Select the box next to a voice message and click this button to download the message on the Desktop or to play it in favorite media played (depending on the option selected in the popup window) Field Type: Command Button

327 Self Care 327 Delete: Deletes the voce message from the inbox Example: Select the box next to a voice message and click this button to permanently delete the voice message from the inbox Field Type: Command Button Voic Options Once the user is transferred to party's voice box 'Please leave a detail message after the tone. If you would like to speak to the operator, press 0' message will be heard. User has two options: 1. To leave a voice message that is ended by pressing # key or by hanging up, or 2. To reach an operator by dialing 0 If 0 is dialed 'Press 1 to accept this recording, otherwise please continue to hold' message will be heard. User has two options: 1. Press 1 to save your message and dial the operator. 'Please hold while i try that extension' message played. 2. Continue to hold to delete your message and dial the operator. 'Message deleted, please hold while i try that extension' message played. Standard voic options with all voic settings set to 'Yes': 1 Read voic messages 2 Change folders 0 Mailbox options 1 Record your unavailable message 2 Record your busy message 3 Record your name 4 Record your temporary message (new in Asterisk v1.2) 5 Change your password * Return to the main menu 3 Advanced options (with option to reply; introduced in Asterisk CVS Head April 28, 2004 with 'enhanced voic ') 1 Reply 2 Call back(1) 3 Envelope 4 Outgoing call(1) 4 Play previous message 5 Repeat current message 6 Play next message 7 Delete current message 8 Forward message to another mailbox 9 Save message in a folder * Help; during msg playback: Rewind # Exit; during msg playback: Skip forward

328 328 PBXware System Administration Manual * * Help * # Exit After recording a message (incoming message, busy/unavailable greeting, or name) 1 Accept 2 Review 3 Re-record 0 Reach operator(1) (not available when recording greetings/name) Enhanced Services In this chapter we will cover: - Last Caller Group Hunt Call Forwarding Do Not Disturb Caller ID Call Pickup Follow Me Delete Recordings Listen To Recordings Speakerphone Page Instant Recording Remote Access 341 NOTE: If user has voic account only, and no system extension, this feature will be disabled.

329 Self Care Caller ID System/Network Caller ID: Information provided here will replace default Caller ID information on System/Network level Example: Set this option to 'JaKe 2007' and call extension 1005 for example. On the display of the 1005 UAD/Phone, 'JaKe 2007' will be displayed as a caller id information on system/network level Field Type: [a-z][0-9] Trunk CallerID: Caller ID information set per trunk Example: For each trunk available on the system there will be a field in which you may set custom caller id data that is used when calling over that specific trunk Field Type: [a-z][0-9] Call Pickup Call Pickup: This service enables user to pickup ringing calls of the same call group. Example: Dial '*8' to pickup a call from the same call group, or '*88 + $EXTENSION' to pickup calls from different call groups Field Type: Option buttons Example: Extension A:

330 330 PBXware System Administration Manual Call Group = 1 Pickup Group = 3,4 Extension B: Call Group = 2 Pickup Group = 1 If A is ringing, B can pickup the ringing call by dialing '*8'. If B is ringing, A cannot pickup the ringing call because B's call group = 2, and A can pickup only call groups 3,4 NOTE: Grouping works only within a technology(sip to SIP or IAX to IAX) Last Caller Last Caller: This service will dial the last extension that was calling you. For example, dial '*149' to hear the extension number and then press '0' to call that number Call Filters & Blocking This service forwards calls to other extensions depending on extension response/status Play Call Forwarding Message:

331 Self Care 331 Notify users of a transfer being made. Example: If this option is set to 'Yes', the caller would hear a 'Please wait, your call is being forwarded. You're not being charged for the forwarding part of the call' message, notifying him that a transfer is being made. Field Type: Option buttons Unconditional: Forward all incoming calls. Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes. Field Type: Option buttons Destination: Busy: Forward all incoming calls if the extension is busy. Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes if the line has reached the maximum incoming calls limit. Field Type: Option buttons Destination: No Answer: Forward all incoming calls if the extension doesn't answer the incoming call. Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes if no one answers the call. Field Type: Option buttons Destination: Line Unavailable: Forward all incoming calls if the line is unavailable. Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes if line is, due to any reason, unavailable. Field Type: Option buttons

332 332 PBXware System Administration Manual Destination: Do Not Disturb This service temporarily redirects all incoming calls to set destination number. If you wish not to be disturbed set 'Destination'='Voic ', Enter '1000' in the field bellow and set 'Duration'='1'. This will redirect all calls coming to your extension to extension 1000 voice box. Do Not Disturb: Activate the DND service Example: This service can be set only on a temporary basis. Select 'Temporary' to activate it Field Type: Option buttons Destination: Destination to be dialed once DND is enabled Example: Select between 'Voic ' or 'Call forward'. If Voic is set, then in the field bellow type the voice mailbox number, '1002' for example Duration: Time in hours DND service will be active for Example: Set '1' to enable the service for one hour

333 Self Care Call Forwarding This service forwards calls to other extensions depending on extension response/status. Calls can be forwarded to other extensions/voice inboxes unconditionally, or only if extension is busy, nobody answers or when line is unavailable. Play Call Forwarding Message: Notify users of a transfer being made. Example: If this option is set to 'Yes', the caller would hear a 'Please wait, your call is being forwarded. You're not being charged for the forwarding part of the call' message, notifying him that a transfer is being made. Field Type: Option buttons Unconditional: Forward all incoming calls. Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes. Field Type: Option buttons Destination: Busy: Forward all incoming calls if the extension is busy.

334 334 PBXware System Administration Manual Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes if the line has reached the maximum incoming calls limit. Field Type: Option buttons Destination: No Answer: Forward all incoming calls if the extension doesn't answer the incoming call. Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes if no one answers the call. Field Type: Option buttons Destination: Line Unavailable: Forward all incoming calls if the line is unavailable. Example: Calls can be forwarded to other extension numbers(local or Remote) and to local Voic Boxes if line is, due to any reason, unavailable. Field Type: Option buttons Destination: Follow Me This service rings all provided destinations in a sequence. If call is not answered by any of the provided extensions, call gets transferred to 'Last Destination' extension. For example, extension 5555 has the following extensions under 'Priority' fields: 1000, 1001, 1002 and cell phone When someone calls extension 5555, extension 1000 will ring for 'Timeout' number of seconds. If noone answers extensions 1001 is dialled etc. If none of the Priority extensions answers the call, 'Last Destination' extension is called. NOTE: If placing calls to mobile/proper number it may take 2-3 seconds until call is placed over Zaptel

335 Self Care 335 Priority *: Local/Proper/Mobile numbers to be dialed Example: Enabling this option for extension 1005 and setting 'Priority 1' is set to '1008' and 'Priority 2' to ' ' will dial local network number If noone answers during the 'Timeout' period local proper phone is dialed etc...

336 336 PBXware System Administration Manual Timeout: Ring time in seconds Example: Time in seconds 'Priority' destinations will ring. If the call is not answered during this period, it gets transferred to next Priority number Dial Options: Additional call properties Example: This service can be assigned additional call properties, such as allowing the called party to transfer the call etc Field Type: [a-z] t - Allow the called user to transfer the call by hitting # T - Allow the calling user to transfer the call by hitting # r - Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don't insert this by default into all your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. 'r' makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so. R - Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod's bristuff. m - Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option 'r', obviously. Use m(class) to specify a class for the music on hold. o - Restore the Asterisk v1.0 Caller ID behaviour (send the original caller's ID) in Asterisk v1.2 (default: send this extension's number) j - Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels were busy (just like behaviour in Asterisk 1.0.x) M(x) - Executes the macro (x) upon connect of the call (i.e. when the called party answers) h - Allow the callee to hang up by dialing * H - Allow the caller to hang up by dialing * C - Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command P(x) - Use the Privacy Manager, using x as the database (x is optional) g - When the called party hangs up, exit to execute more commands in the current context. G(context^exten^pri) - If the call is answered, transfer both parties to the specified priority; however it seems the calling party is transferred to priority x, and the called party to priority x+1 A(x) - Play an announcement (x.gsm) to the called party. S(n) - Hangup the call n seconds AFTER called party picks up. d: - This flag trumps the 'H' flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered - see also RetryDial D(digits) - After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel. L(x[:y][:z]) - Limit the call to 'x' ms, warning when 'y' ms are left, repeated every 'z' ms) Only 'x' is required, 'y' and 'z' are optional. The following special variables are optional for limit calls: (pasted from app_dial.c) + LIMIT_PLAYAUDIO_CALLER - yes no (default yes) - Play sounds to the caller. + LIMIT_PLAYAUDIO_CALLEE - yes no - Play sounds to the callee. + LIMIT_TIMEOUT_FILE - File to play when time is up.

337 Self Care LIMIT_CONNECT_FILE - File to play when call begins. + LIMIT_WARNING_FILE - File to play as warning if 'y' is defined. If LIMIT_WARNING_FILE is not defined, then the default behaviour is to announce ('You have [XX minutes] YY seconds'). f - forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don't allow callerids from other extensions than the ones that are assigned to you. w - Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) W - Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) Last Destination: The last destination number dialed if none of the 'Priority' numbers answers the call Example: Set this field to If none of the Priority extensions answers, 1005 is dialed Group Hunt This service will dial all 'Priority *' provided extensions at the same time. If the call is not answered in the 'Timeout' period, by any of the 'Priority' extensions, the call is transferred to the 'Last Destination' extension. For example, extension 1000 has 'Priority 1' set to '1002', and 'Priority 2' set to '1003'. Once extension 1010 dials the 1000, extensions 1002 and 1003 will ring at the same time(note that dialed extension 1000 will not ring. In order to ring the dialed extension, simply provide its network number(1000) in one of the 'Priority' fields).

338 338 PBXware System Administration Manual Priority *: PBXware/Proper/Mobile numbers to be dialed Example: Enabling this option for extension 1005 and setting 'Priority 1' is set to '1008' and 'Priority 2' to ' ' will dial local network number 1008 and local proper phone at the same time Timeout:

339 Self Care 339 Ring time in seconds Example: Time in seconds 'Priority' destinations will ring. If the call is not answered during this period, it gets transferred to the 'Last Destination'. Dial Options: Additional call properties Example: This service can be assigned additional call properties, such as allowing the called party to transfer the call etc Field Type: [a-z] t - Allow the called user to transfer the call by hitting # T - Allow the calling user to transfer the call by hitting # r - Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don't insert this by default into all your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. 'r' makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so. R - Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod's bristuff. m - Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option 'r', obviously. Use m(class) to specify a class for the music on hold. o - Restore the Asterisk v1.0 Caller ID behaviour (send the original caller's ID) in Asterisk v1.2 (default: send this extension's number) j - Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels were busy (just like behaviour in Asterisk 1.0.x) M(x) - Executes the macro (x) upon connect of the call (i.e. when the called party answers) h - Allow the callee to hang up by dialing * H - Allow the caller to hang up by dialing * C - Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command P(x) - Use the Privacy Manager, using x as the database (x is optional) g - When the called party hangs up, exit to execute more commands in the current context. G(context^exten^pri) - If the call is answered, transfer both parties to the specified priority; however it seems the calling party is transferred to priority x, and the called party to priority x+1 A(x) - Play an announcement (x.gsm) to the called party. S(n) - Hangup the call n seconds AFTER called party picks up. d: - This flag trumps the 'H' flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered - see also RetryDial D(digits) - After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel. L(x[:y][:z]) - Limit the call to 'x' ms, warning when 'y' ms are left, repeated every 'z' ms) Only 'x' is required, 'y' and 'z' are optional. The following special variables are optional for limit calls: (pasted from app_dial.c) + LIMIT_PLAYAUDIO_CALLER - yes no (default yes) - Play sounds to the caller. + LIMIT_PLAYAUDIO_CALLEE - yes no - Play sounds to the callee. + LIMIT_TIMEOUT_FILE - File to play when time is up. + LIMIT_CONNECT_FILE - File to play when call begins. + LIMIT_WARNING_FILE - File to play as warning if 'y' is defined. If

340 340 PBXware System Administration Manual LIMIT_WARNING_FILE is not defined, then the default behaviour is to announce ('You have [XX minutes] YY seconds'). f - forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don't allow callerids from other extensions than the ones that are assigned to you. w - Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) W - Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon) Last Destination: The last destination number dialed if none of the 'Priority' numbers answers the call Example: Set this field to If none of the Priority extensions answers, 1005 is dialed Speakerphone Page This service enables the message transmit to multiple phones by dialing '*399'. For example, set this field to '1000,1001,1002' for example. Now dial*399. Extensions 1000,1001,1002 will be paged. If UAD/Phone supports it, the call will automatically go to the speakerphone, otherwise it will just ring NOTE: Phones by default have 10 seconds to auto answer Instant Recording This service enables instant call recording, started anytime during the conversation, by dialing *159. For example, you may listen to any call made by extension 1000 for example. Simply dial *

341 Self Care 341 Silent: Should parties in conversation be informed that calls are being recorded Example: With active 'Instant Recording' service, dial *159 anytime during the active call. From the point when you dial this code, the call will be recorded. Field Type: Option buttons Delete Recordings Delete Recordings: This service enables user to delete recorded calls via Self Care: CDR. For example, with this option enabled, user logs into Self Care, navigates to 'CDR', selects recorded message and clicks on 'Advanced: Delete Recordings' Listen To Recordings Listen To Recordings: This service enables user to listed recorded calls via Self Care: CDR. For example, with this option enabled, user logs into Self Care, navigates to 'CDR', selects recorded message and clicks on 'Listen' button. Selected sound file will be downloaded to local computer from where it can be played in preferred audio player Remote Access Remote Access: This service enables user access system from remote location. For example, IVR '1001' has the following options set, '4'='Remote access: Destination'. Once remote user enters the IVR he will press '4', type in his extension number and PIN number (both confirmed with '#') and dial any local, mobile or proper number.

342 342 PBXware System Administration Manual CDR CDR (Call Detail Records) for all placed or received calls on the system. In addition to normal operation an authorized user is able to perform additional actions such as extensive search, listen to recorded calls, call any destinations listed and access advanced features. From: Extension number the call was made from Example: If call was made from extension 1001 to extension 1004, '1001' is displayed here. Field Type: Display Destination: Extension number the call was made to Example: If call was made from extension 1001 to extension 1004, '1004' is displayed here. Field Type: Display

343 Self Care 343 Date/Time: Date and Time when the call was made Example: 04 Oct :44:10 Field Type: Display Duration: Call duration time in hh:mm:ss format Example: 00:12:45 Field Type: Display Billing: Time billed by the system Example: 00:12:45 Field Type: Display Cost: Total cost of the call calculated through a service plan Example: 0.71 Field Type: Display Routes: Number of system routes Example: If call goes directly from extension to destination - '1' will be displayed here. If call has entered the IVR and was then redirected to Queue and then Agent answers the call '2' will be displayed here (IVR and Queue were used) Field Type: Display Status: Displays the call status Example: Depending on whether a call was answered or not, this field value may have the following content: Answered Not Answered Busy Error Field Type: Display This icon is displayed once a call is recorded and 'Delete' or 'Listen' enhanced service is active This is a box used with the CDR commands to select a desired call NOTE: Disk Space Used By Call Recording: With continuously tone 60 seconds: wav49 = 84.5kb wav = 833.0kb gsm = 85.0kb With continuously silent tone (without sound) 60 seconds: wav49 = 84.0kb wav = 827.0kb gsm = 84.0kb

344 344 PBXware System Administration Manual Search/Filter Start Date: Select a Search/Filter start date Example: Click on a small 'Calendar' icon next to a field and select desired date Field Type: Option button End Date: Select a Search/Filter end date Example: Click on a small 'Calendar' icon next to a field and select desired date Field Type: Option button Status: Search calls by selecting desired call status Example: Click on a 'Please Select' button and select one of the available fields: All Answered Not Answered Busy Error Field Type: Select box Type: Search calls based on the type of calls Example: Click the 'Type' button and select one of the available fields: All Outgoing Incoming Field Type: Select box

345 Self Care NOTE: After making any changes to search filter, be sure to click the 345 search icon Actions In this chapter we will cover: - Listen Call Print Listen Listen: Once the 'Listen' icon is displayed next to a call record it means that the specific call was recorded. Example: To play recorded calls, check the box next to a 'Listen' icon and click 'Listen'. Browser will prompt you to open the sound file in your favorite audio player or to download the sound file. Field Type: Option button NOTE: By default the sound format is available as a.gsm file. To change the recording format go to: 'Settings: Servers: Edit: Recordings format' and select one of the available sound formats: gsm wav wav49 and ogg Call To establish a call between any PBXware extension with a listed extensions you have to provide only two things. The Caller $EXTENSION number and the $DESTINATION extension

346 346 PBXware System Administration Manual Caller PBXware extension that will make a call Example: Provide any PBXware extension number here, 1001 for example Destination: Destination extension that will be dialed by 'Caller' extension Example: To select a destination extension, first check a box next to a CDR record. This field will display two extensions listed under 'From' and 'Destination' selected record Field Type: Select button NOTE: After setting 'Caller' and 'Destination' extensions click the call icon Print Check the box next to a call record and click the 'Print' button. This action will open a new popup window with the printing interface.

347 Self Care Check the box next to a call record and click the ' ' button. A small popup dialog will appear. Provide address here and click 'OK' button to send the records Settings These options mimic the functions of an answering machine but with many additional features added. Voice messages are saved on central file-system location instead on a UAD/Phone.

348 348 PBXware System Administration Manual Accessing voice-box: To access voice-box dial '*123', enter extension PIN and follow the instructions. Leaving a voice message: When user is transferred to extension's voice-box, 'Please leave a detail message after the tone. If you would like to speak to the operator, press 0' message will be heard. Two options are available: 1. Leave a voice message(ended by pressing '#' key or hanging up), or 2. Reach an operator by dialing '0' If '0' is dialed, 'Press 1 to accept this recording, otherwise please continue to hold' message will be heard. Two options are available: 1. Press '1' to save your message, after which the operator will be dialed. 'Please hold while i try that extension' message will be heard, or 2. Continue to hold, which will delete any left messages, after which the operator will be dialed. 'Message deleted, please hold while i try that extension' message will be heard.

349 Self Care 349 Pager Pager address associated with the voice box. Example: When A calls B and leaves a voice message, B will get a pager notification about new voice message. Field Type: [a-z] [0-9] Greeting message: Greeting message played to users upon entering the voice box. Example: When A gets to B's voice box, the selected 'Greeting message' is played to A before he is allowed to leave a message. Field Type: Select box Unavailable message: Upload unavailable message Example: Click on the 'Browse' button and select a sound file from local computer to upload it as a custom unavailable message. Field Type: Button Reset Unavailable message: Resets the user recorded/uploaded unavailable message. Example: Custom unavailable messages can be recorded through UAD/Phone or uploaded to voice box through Self Care. To revert to default system unavailable message select 'Yes' and save the extension settings. Field Type: Option buttons Busy message: Upload busy message Example: Click on the 'Browse' button and select a sound file from local computer to upload it as a custom busy message. Field Type: Button Reset Busy message: Resets the user recorded/uploaded busy message.

350 350 PBXware System Administration Manual Example: Custom busy messages can be recorded through UAD/Phone or uploaded to voice box through Self Care. To revert to default system busy message select 'Yes' and save the extension settings. Field Type: Option buttons Skip Instructions: Skip the instructions on how to leave a voice message. Example: Once user A reaches the dialed voice box, if this option is set to 'Yes', A will hear the 'Greeting message', and then be transferred directly to the 'beep' sound. Field Type: Option buttons Attach: Send the voice message as an attachment to user . Example: Once B gets the new voice message, if this option is set to 'Yes', the message sound file will be attached to the new voic notification . Field Type: Option buttons Delete After ing: Delete voice message after sending it as an attachment to user . Example: Once B gets the new voice message, if this option is set to 'Yes', the message will be deleted from the voice box after it has been ed to B. Field Type: Option buttons Say Caller ID: Announce the extension number from which the voice message has been recorded. Example: If this option is set to 'Yes', when checking voic , 'From phone number {$NUMBER}' message will be heard. Field Type: Option buttons Allow Review mode: Allow B to review the voice message before committing it permanently to A's voice box. Example: B leaves a message on A's voice box, but instead of hanging up, he presses '#'. Three options are offered to B: Press 1 to accept this recording Press 2 to listen to it Press 3 to re-record your message

351 Self Care 351 Field Type: Option buttons Allow Operator: Allow B to reach an operator from within the voice box. Example: B leaves a message on A's voice box, but instead of hanging up, B presses '#'. 'Press 0 to reach an operator' message played (Once '0' is pressed, user is offered the following options): Press 1 to accept this recording (If selected, 'Your message has been saved. Please hold while I try that extension' is played and operator is dialed) Or continue to hold (If B holds for a moment, 'Message deleted. Please hold while I try that extension' is played and operator is dialed) Field Type: Option buttons Operator Extension: Local extension number that acts as an operator. Example: If A's voice box has an option 'Allow Operator' set to 'Yes', all users dialing '#0' inside the voice box will reach this operator extension. Play Envelope message: Announces the Date/Time and the Extension number from which the message was recorded. Example: Once voice box is checked for new messages, if this option is set to 'Yes', 'Received at {$DATE}. From phone number {$NUMBER}' will be played, giving more details about the message originator. Field Type: Option buttons Voic Delay: How long to pause in seconds, before asking user for PIN/Password. Example: Some UADs/Phones have tendency to garble the beginning of a sound file. Therefore, user checking the voice box, when asked for password would hear '...sword' instead of 'Password'. Setting this field to 1-2 seconds will provide long enough gap to fix this anomaly. Timezone: Sets the correct date/time stamp. Example: By setting the correct time zone, user would always be notified of the exact date/time voice message was left on their box. Set the correct time zone if user is located in different time zone then

352 352 PBXware System Administration Manual PBXware. Field Type: Select box NOTE: Timezones are taken from '/usr/share/zoneinfo' system directory NOTE: Disk Space Used By Voic Recording With continuously tone 60 seconds: wav49 = 91.0kb wav = 863.0kb gsm = 91.0kb With continuously silent tone (without sound) 60 sec: wav49 = 0.38kb wav = 3.0kb gsm. = 0.32k b 20.3 Help A click on 'Help' button opens PBXware online support files 20.4 Logout Logs out user from Self Care

353 Part XXI

354 PBXware System Administration Manual Settings Settings are used to set global system variables. These settings are applied on entire system if not otherwise specified on lower level. For example: 'Settings: Voic Send Attachment'='Yes' will set 'Set Attachment' for all local and remote extensions. But each extension can override this rule by setting 'Extensions: Edit: Advanced Options: Attach'='No' In this chapter we will cover: - Servers Protocols Providers Default Trunks UAD Access Codes Voic Configuration Files g About 475

355 Settings Servers PBXware system administration allows for an unlimited number of servers to be administered from a single administration interface. The system servers can in following modes: Local: This is single system server providing services to one organization at one location just as any other PBXware. Network: When system servers are in network mode, all servers share common dial plan. A single dial plan allows any organization to have a network of servers located anywhere in the world. Server Name: Unique, custom set, server name on the network Example: Field Type: Display PBXware Address: System public IP address Example: Field Type: Display Edits the server configuration Example: Click to edit server configuration Field Type: Button Deletes a server from the system Example: Click to delete a server from the system Field Type: Button Network Info

356 356 PBXware System Administration Manual Server Name: Custom server name(occasionally used in system notifications) Example: domain.com Field Type: [a-z][0-9] Address: Default IP/Hostname of local PBXware server. This value can be set for remote PBXware server as well if the whole network is configured for multi server operation Example: Field Type: Display, IP Address Network details configuration window Example: Click to edit network configuration Field Type: Button Server Details

357 Settings Root Password: Set the root password Example: PBXware prompts for this password during the system/ssh login and when accessing system services throughinterface Field Type: [a-z][0-9] Confirm Password: Confirm the root password Example: Re-type the Root Password entered in the field above Field Type: [a-z][0-9] Time zone: Time zone PBXware is located at Example: Select the appropriate time zone, for example 'USA/East-coast Field Type: Select box 357

358 358 PBXware System Administration Manual Hostname: The name given to machine which will identify the system on the network Example: hostname Field Type: [a-z][0-9] General Settings Announce Trunks: Announce over which trunk call goes through Example: John dials and this call goes over secondary default system trunk. John will hear 'Using secondary trunk to terminate your call' message. Field Type: Option buttons Absolute Timeout: Maximum time a call can last (in seconds) Example: if '3600' is set in this field, that will make all calls end after 1 hour ( 1h = 3600 seconds) Voic in CDRs: Sets how the calls that were unanswered and redirected to voic are displayed in CDR Example: A call was made to extension 1000 but was not answered. The caller gets redirected to voic . If 'As Not Answered call' is set, CDR will display this voic redirection as 'Unanswered' call. If no option is set same call will be displayed as 'Answered'

359 Settings 359 Recordings format: Format used for saving the system call and voic recordings. You can read more details about disk space usage on the bottom of this chapter Example: Choose one of the following formats: gsm, wav, wav49 and ogg. If wav is selected, all call recordings and voic recordings will be save in this format. Field Type: Select box Operation Times: System operation time Example: For more explanation click here Field Type: Option buttons NOTE: Disk Space Used By Call Recording: With continuously tone 60 seconds: wav49 = 84.5kb wav = 833.0kb gsm = 85.0kb With continuously silent tone (without sound) 60 seconds: wav49 = 84.0kb wav = 827.0kb gsm = 84.0kb NOTE: Disk Space Used By Voic Recording With continuously tone 60 seconds: wav49 = 91.0kb wav = 863.0kb gsm = 91.0kb With continuously silent tone (without sound) 60 sec: wav49 = 0.38kb wav = 3.0kb gsm. = 0.32k b Hardware Details Server hardware specifications are set here.

360 360 PBXware System Administration Manual Motherboard: Motherboard info Example: ASUS A8N-SLI Deluxe Motherboard Field Type: [a-z][0-9] CPU: CPU info Example: Intel Pentium 4 3 GHz Field Type: [a-z][0-9] RAM: RAM info Example: Kingston KVR266X64C25/512 SDRAM Field Type: [a-z][0-9] HDD: HDD info Example: Western Digital Caviar 80 GB Field Type: [a-z][0-9] Administration This section enables remote administration of the system. NOTE: Daemon username and password must be the same as set in: '/home/servers/pbxware/pw/pbxware/ etc/pbxware.ini' file

361 Settings 361 Admin username: Administrator username Example: admin Field Type: [a-z][0-9] Admin passwd: Administrator password Example: admin Field Type: [a-z][0-9] Port: PBXware connection port Example: AGI Port: Agi connection port Example: System during its operations sends notifications and alerts to various users and administrator. These can be sent using built in 'local mail server' or remote SMTP server.

362 362 PBXware System Administration Manual Send s thru: Select the method system delivers messages through Example: System can send messages using the 'Local mailserver' or 'Remote SMTP server'. If using remote, please provide Hostmane, Username and Password details SMTP IP/Hostname: SMTP IP Hostname of remote mail server. 'Send s thru' must be set to 'Remote SMTP server' Example: /mail.domain.com Field Type: [a-z][0-9], IP address SMTP Username: Username for remote SMTP server. 'Send s thru' must be set to 'Remote SMTP server' Example: username Field Type: [a-z][0-9] SMTP Password: Password for remote SMTP server. 'Send s thru' must be set to 'Remote SMTP server' Example: username Field Type: [a-z][0-9] NOTE: Only AUTH LOGIN authentication method is supported. Please visit

363 Settings for more. To see the SMTP logs navigate to 'Reports: SMTP log' Locality Locality sets from where the system is operating from Country: Country PBXware is located at or operated from Example: If PBXware is located in USA set USA here Field Type: Select box Zaptel Zone: Overrides Automatic Country Detection Example: It is recommended to keep this setting always set to 'Automatic' Field Type: Select box Indications: 363

364 364 PBXware System Administration Manual Which indications (Ringing, Busy etc sounds) are to be used by the PBXware Example: If the system is located in USA, set USA here, otherwise select the closest country to yours Field Type: Select box Area Code: Area code the system is located or operating from Example: If PBXware is located in New York, set New York area code here (212 National Dialing Code: Code needed for dialing national destinations Example: 1(USA), 0(United Kingdom, Germany...) International Dialing Code: Code needed for dialing international destinations Example: 011(USA), 00(United Kingdom, Germany...) Auto Provisioning Auto provisioning sets values to be used for the auto provisioning system in order to create auto provisioning files correctly depending on the UAD locality (local/remote). LAN IP: Local area network IP address used to auto provision local UADs

365 Settings Example: Field Type: IP address WAN IP: Wide area network IP address used to auto provision remote UADs Example: Field Type: IP address Zaptel Modules NT is the abbreviation of 'Network Terminator'. TE is the abbreviation for 'Terminal Equipment'. zaphfc mode: Set BRI card mode Example: TE mode NT mode TE, TE mode (2 cards) NT, TE mode (2 cards) TE, NT mode (2 cards) NT, NT mode (2 cards) Field Type: Select box qozap ports: Set the QuadBRI card mode. Example: quadbri defaults TE, TE, TE, TE 365

366 366 PBXware System Administration Manual NT, TE, TE, TE TE, NT, TE, TE NT, NT, TE, TE TE, TE, NT, TE NT, TE, NT, TE TE, NT, NT, TE NT, NT, NT, TE TE, TE, TE, NT NT, TE, TE, NT TE, NT, TE, NT NT, NT, TE, NT TE, TE, NT, NT NT, TE, NT, NT TE, NT, NT, NT NT, NT, NT, NT Field Type: Select box Safe BRI mode Should safe BRI mode be activated Example: Select 'Yes' to enable Field Type: Option button t1e1override: Overrides the jumper settings. The decimal value between 0 and 15 correspond to binary from 0000 to is T1 and 1 is E1. Example: (Decimal Binary) Field Type: Select box Unload modules on stop:

367 Settings Should PBXware unload all modules used by ISDN cards when PBXware stops Example: Select 'Yes' and Reboot the PBXware if ISDN card cannot be auto-configured Field Type: Option button Shutdown spans on ztcfg: Should card ports be shutdown when ztcfg command is executed Example: This option is enabled if using Junghans card in combination with other cards Field Type: Option button Channels Depending on CPU power of the server a custom number of channels can be assigned for various channel types Local Channels: Total number of all channels used by local UADs Example: 12 Remote Channels: Total number of all channels used by remote UADs Example:

368 368 PBXware System Administration Manual Conferences: Total number of all system conferences Example: 8 Queues: Total number of all system ACD queues Example: 8 Auto Attendants: Total number of all system IVRs Example: 8 Zaptel: Total number of all system trunks using ZAPTEL protocol Example: 8 Zaptel: Total number of all system trunks using ZAPTEL protocol. NOTE: The System will limit the number of channels in order to achieve and maintain excellent calls and other services' quality Example: 8

369 Settings Numbering Defaults Numbering default is set during the initial system set up in order to set how many digits the system will use as default. Available options are : 2, 3, and 4 digits. Number of Digits: Number of digits used by the system to create local extensions, IVRs, Queues, Voic boxes, Conferences etc. Example: This option is available for settings only during setup wizard install process. In order to change number of digits after setup wizard, please remove all Extensions, DIDs, Conferences... (all apps with network number). Recommended value for this field is 4 Field Type: Select box Extensions alias prefix: Digit assigned before dialled number on systems that have switched from 3 to 4 digit extensions for example Example: If your old system have used 3 digits and you wish to switch to 4 for example, set '1' here to assign '1' as a prefix to all system extensions. This was, the old 300 extension becomes Extensions alias length: Length of the old numbering system Example: If your old system have used 3 digits type 3 here Other Networks The system can be part of the 'default' PBXware network where all extensions share same unified dial plan. This is achieved by selecting from select box which PBXware network does system belongs to.

370 370 PBXware System Administration Manual A click on 'Other network' will open following options: Mode: Sets the way other PBXware network are dialed Example: With Access Code - Access code + network number + extension (e.g. * ) Without Access Code - network number only + extension (e.g ) Field Type: Option buttons Name: Other network name Example: Network London Field Type: Display Number:

371 Settings Other network access number Example: 8 Field Type: Display Trunk: Trunk used once other network number is dialed Example: Field Type: Display Edits the other network configuration Example: Click to edit other network configuration Field Type: Button Deletes other network connection Example: Click to delete other network connection from the system Field Type: Button Add/Edit Network Name: Custom Other Network name/identifier Example: London FO/7 Field Type: [a-z][0-9] Prefix: Number used to access Other Network(Up to 3 digits allowed) 371

372 372 PBXware System Administration Manual Example: If this field is set to '7', dial '*188 7 {NETWORK NUMBER}' Strip Prefix: Should the 'Prefix' number be stripped once dialing Other network Example: If 'Prefix' field is set to '7' and this field is enabled, once user dials * system will dial If this field is disabled, will be dialed. Field Type: Option buttons Allowed Range: Number range allowed to be dialled after the Other Network Access Code Example: If this field is set to '2', only extensions on Other Network starting with number 2 will be allowed to dial. If you dial * , our call will fail. But, if we dial * , our call will be transferred to extension Field Type: [a-z][0-9] Hidden Prefix: Prefix number added before dialed number Example: If this field is set to 212 and we dialed * , will be dialed. This is useful is provider requires a certain code before dialing the destination, area code inserted automatically etc... Field Type: [a-z][0-9] Trunk: Select trunk that will be used once 'Number' is dialed Example: London FO Trunk Field Type: Select box Default Codecs Default codecs can be set for the following groups: Local - Local extensions

373 Settings 373 Remote - Remote extensions and Trunks Network - PBXware network(two or more servers) NOTE: Once a local/remote extension or a network is added/edited, only the codecs allowed here will be available for the extension/network usage. Available Codecs: ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks.

374 374 PBXware System Administration Manual Monitoring Monitoring sets alarms and notifications at which the system will monitor itself for normal operation and where by appropriate notifications are sent if alarms are triggered. NOTE: Reloading the system will not interrupt any services while restarting the system does stop and starts all system services. Monitor (mins): Time interval at which system should check if Asterisk is down. If down, system will try to start it and will send a notification about the stop/start action Example: 15 Reload Type: Select whether to reload the system at some specific time of a day or in regular time intervals (hourly) Example: Setting this option to 'Time of the day' and 'Reload (hours)' = '2' will reload the system every day at 02:00 hours. Setting this option to 'Regular Interval' and 'Reload (hours)' = '2' will reload the system every two hours Field Type: Select box Reload (hours): This field is active only when 'Reload Type' option is selected Example: Setting 'Reload Type' = 'Time of the day' and this option to '2' will reload the system every day at 02:00 hours. Setting 'Reload Type' = 'Regular Interval' and this option to '2' will reload the system every two hours Field Type: Select box

375 Settings 375 Restart Type: Select whether to restart the system at some specific time of a day or in regular time intervals (hourly) Example: Setting this option to 'Time of the day' and 'Restart (hours)' = '2' will restart the system every day at 02:00 hours. Setting this option to 'Regular Interval' and 'Restart (hours)' = '2' will restart the system every two hours Field Type: Select box Restart (hours): This field is active only when 'Restart Type' option is selected Example: Setting 'Restart Type' = 'Time of the day' and this option to '2' will restart the system every day at 02:00 hours. Setting 'Restart Type' = 'Regular Interval' and this option to '2' will restart the system every two hours Field Type: Select box Notification address on which reload/restart notification is sent Example: Field Type: [a-z][0-9] DynDNS Update Service

376 376 PBXware System Administration Manual Run every: Select time interval at which the DynDNS update request will be sent Example: Select 'minute' to send request to DynDNS server every minute Field Type: Select box Mode: Set the way DynDNS service will work on the system Example: 'Update & Monitor' will monitor and update/reload IP address(es) of monitored servers once they change. 'Monitor only' will monitor for IP address change but will not update/reload Field Type: Select box Dynamic Hostname: Hostname to which requests are periodically sent to Example: domain.dyndns.org Field Type: [a-z][0-9] Username: Username for DynDNS authentication Example: Type username used for DynDNS authentication here Field Type: [a-z][0-9] Password: Password for DynDNS authentication Example: Type password used for DynDNS authentication here Field Type: [a-z][0-9] DynDNS Server: DynDNS server name Example: members.dyndns.org, (default value) Field Type: [a-z][0-9]

377 Settings 377 CheckIP Server: DynDNS server for checking the IP addresses Example: checkip.dyndns.org, (default value) Field Type: [a-z][0-9] Monitor Servers: Dyndns domains of monitored servers separated by a blank space Example: serverone.dyndnd.org Field Type: [a-z][0-9] 21.2 Protocols Description: Protocol is a set of rules that allows UAD, systems, networks etc. to communicate using a set standard. Supported protocols are: SIP 377 IAX 391 MGCP SIP SIP (Session Initiated Protocol, or Session Initiation Protocol), is a signaling protocol for Internet conferencing, telephony, presence, events notification and instant messaging. The protocol initiates call setup, routing, authentication and other feature messages to end points within an IP domain. In this chapter we will cover: - General NAT Security RTP DTMF Misc Authentication Registration MWI Subscriptions Domains Codecs Additional config 391

378 378 PBXware System Administration Manual General Port: SIP bind port Example: 5060, (default) Bind Address: SIP bind IP address Example: , (default) SVR lookup: Enable DNS SRV lookups on outbound calls Example: Disabling this option will disable SIP calls based on domain names between SIP users on the Internet Field Type: Option buttons Qualify: Timing interval in milliseconds at which a 'ping' is sent to a host in order to find out its status Example: Set this field to 2000 for example. If more time then provided here is needed to reach the host,

379 Settings host is considered offline Context: Default context for incoming calls Example: For security reasons it is recommended to keep this field set at 'invalid-context' Field Type: [a-z][0-9] Language: Default language settings for all users/peers Example: Set this option to 'en' (English) for example Field Type: [a-z] Music on Hold: Set the default MOH (Music on Hold) class for all SIP calls Example: Set 'default' for example to play 'default' MOH class to all SIP calls when placed on hold for example Field Type: Select box NAT External IP: 379

380 380 PBXware System Administration Manual External IP/Public/Internet address system uses Example: If your system is behind NAT set this option to Public/Internet IP address system uses when registering with other proxies over Internet External Host (DynDNS): DynDNS address system uses Example: If your system is behind NAT, along with the External IP address you may use the DynDNS service as well. Set this field to DynDNS host External Host Refresh: How often to refresh External DynDNS host (if used) Example: Time in seconds (e.g. 10) Local network: If system is used in local network, set the local network address here Example: / NAT: Global SIP NAT setting which affects all users/peers Example: Set this option to 'Yes' if system is behind NAT Field Type: Option buttons Security

381 Settings Always Reject with 401: Example: Field Type: Option buttons Allow guest: Example: Field Type: Option buttons Allow External INVITEs: Example: Field Type: Option buttons Trust Remote-Party-ID: Example: Field Type: Option buttons Allow REDIR: 381

382 382 PBXware System Administration Manual Example: Field Type: Option buttons RTP RTP timeout: Max RTP timeout Example: All calls (if not on hold) will be terminated if there is no RTP activity for number of seconds set here (60 for example) RTP hold timeout: Max RTP hold timeout. NOTE: This field must be higher number then set under 'RTP timeout' Example: All calls on hold will be terminated if there is no RTP activity for number of seconds set here (300 for example) DTMF DTMF Mode: Set the default DTMF mode Example: rfc2833 Field Type: Select box

383 Settings Relax DTMF: Relax DTMF handling Example: Set this field to 'Yes' if having problems with DTMF modes Field Type: Option buttons Misc Record History: Should SIP history be recorded Example: Select 'Yes' to record SIP history. Example history information: * SIP Call 1. TxReqRel INVITE / 102 INVITE 2. Rx SIP/2.0 / 102 INVITE /100 Trying 3. CancelDestroy 4. Rx SIP/2.0 / 102 INVITE /180 Ringing 5. CancelDestroy 6. Rx SIP/2.0 / 102 INVITE /200 OK 7. CancelDestroy 8. Unhold SIP/ TxReq ACK / 102 ACK 10. TxReqRel INVITE / 103 INVITE 11. Rx SIP/2.0 / 103 INVITE /200 OK 12. CancelDestroy 13. Unhold SIP/ TxReq ACK / 103 ACK 383

384 384 PBXware System Administration Manual Field Type: Option buttons Pedantic checking: Enable slow, pedantic checking for Pingtel and multi-line formatted headers for strict SIP compatibility Example: It is recommended to set this field to 'No' Field Type:Option buttons Generate inband ringing: Set whether the system generates in-bank ringing Example: You're recommended to set this option to 'Never' Field Type: Select box Video support: Set whether the system generates in-bank ringing Example: You're recommended to set this option to 'No' Field Type: Option buttons Send Remote-Party-ID: Should 'Remote-Party-ID' be added to uri Example: You're recommended to set this option to 'No' unless required otherwise Field Type: Option buttons Add ;user=phone: Should ';user=phone' be added ot uri Example: You're recommended to set this option to 'No' unless required otherwise Field Type: Option buttons Compact Headers:

385 Settings Should compact SIP headers be sent Example: You're recommended to set this option to 'No' unless required otherwise Field Type: Option buttons SIP Debug: Should SIP Debug be turned on all the time Example: You're recommended to set this option to 'No' unless required otherwise Field Type: Option buttons Manager events on SIP events: Should manager events be generated if SIP UAD/Phone performs some event (Hold for example) Example: You're recommended to set this option to 'No' unless required otherwise Field Type: Option buttons Authentication User Agent: Set the 'User Agent' string Example: 'Custom string' for example Field Type: [a-z][0-9] Realm: Realm for digest authentication Example: 'Custom string' for example 385

386 386 PBXware System Administration Manual Field Type: [a-z][0-9] Auth debugging: Should authentication be debugged Example: Setting this option to 'Yes' will increase the amount of debugging traffic Field Type: Option buttons Registration Length of i/o reg: Example: Def. Length of i/o reg: Example: Registration context: Should system dynamically create and destroy noop priority 1 extension for peer who (un)registers with us

387 Settings Example: sipregistrations Field Type: [a-z][0-9] Registration timeout: Number of seconds after which registration times out Example: Default value 20 Register attempts: Number of registration attemps Example: One 'Register timeout' equals one 'Registration attempts'. Default value MWI MWI Mime-type: Allow overriding of mime type Example: Default value 'text/plain' Field Type: [a-z] Check MWI time: Default time between mailbox checks for peers Example: Default value

388 388 PBXware System Administration Manual Voic extension: Dialplan extension to reach mailbox. This option sets the 'Message-Account' in the MWI notify message Example: Default value 'asterisk' Field Type: [a-z][0-9] Subscriptions Subscribe Context: Set a specific context for SUBSCRIBE requests (Useful to limit subscriptions to local extensions) Example: Field Type: [a-z][0-9] Notify on RINGING: Notify subscriptions on RINGING state Example: Field Type: Option buttons Domains

389 Settings Domain: Set default domain for this host Example: If configured, Asterisk will only allow INVITE and REFER to non-local domains. Use 'sip show domains' to list local domains Field Type: [a-z][0-9] Auto Domain: Turn this on to have Asterisk add local host name and local IP to domain list. Example: If system host name is set to 'my_system', with this feature set to 'On', 'my_system' will be automatically added to domain list Field Type: Option buttons From Domain: Change the 'From: ' headers Example: Keep this field empty unless requested otherwise Field Type: [a-z][0-9] Allow External Domains: Should domains not serviced by this server be (dis)allowed Example: Field Type: Option buttons 389

390 390 PBXware System Administration Manual Codecs Disallow: Set the codecs extension is now allowed to use Example: This field is very unique. In order to work properly, this setting is automatically set to 'Disallow All' and it cannot be modified Field Type: Read only Allow: Set the codecs extension is allowed to use Example: Only the codecs set under 'Settings: Server' will be available to choose from Field Type: Check box ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks.

391 Settings Additional config This option is used for providing additional config parameters for SIP configuration files. Values provided here will be written into these configuration files IAX IAX (Inter asterisk exchange) is a simple, low overhead and low bandwidth VoIP protocol designed to allow multiple PBXwares to communicate with one another without the overhead of more complex protocols. Payload is sent with In this chapter we will cover: - General Jitterbuffer Billing Authorization Registration Trunk Misc Codecs Additional config General

392 392 PBXware System Administration Manual Port: SIP bind port Example: 4569, (default) Bind Address: SIP bind IP address Example: , (default) IAX compatible: Should layered switches or some other scenario be used Example: Set to yes if you plan to use layered switches or some other scenario which may cause some delay when doing a lookup in the dialplan Field Type: Select box Language: Default language settings for all users/peers Example: Set this option to 'en' (English) for example Field Type: [a-z] Bandwidth: Set the bandwidth to control which codecs are used in general Example: Select between low, mid or high

393 Settings 393 Field Type: Select box Jitterbuffer Jitter Buffer: Turn off jitter buffer for this peer Example: Yes, No, N/A Field Type: Option buttons Force Jitter Buffer: Should we force jitter buffer (default value 10) Example: Jitter buffer is usually handled by the UADs/Phones. But in case if these do this poorly jitter buffer can be enforced on PBXware side Drop count: Set number of frames that can be dropped over the last 2 seconds. Set small number cause 3 = 1.5% of frames dropped Example: 1

394 394 PBXware System Administration Manual Max. jitterbuffer interpolations: The maximum number of interpolation frames the jitterbuffer should return in a row Example: 1000 Max. Jitter buffer: A maximum size for the jitter buffer. Setting a reasonable maximum here will prevent the call delay from rising to silly values in extreme situations; you'll hear SOMETHING, even though it will be jittery. Example: 1000 Resync Treshold: Resync the threshold for noticing a change in delay measured Example: 1000 Max Excess Buffer: Maximum amount of headroom in the jitter buffer Example: 80 Min Excess Buffer: Minimum amount of headroom in the jitter buffer Example: 10 Jitter Shrink Rate: How many milli seconds shall be taken off per 20ms frame received Example: 1

395 Settings Billing AMA Flags: These flags are used in the generation of call detail records (e.g 'default') Example: Select between 'default', 'omit', 'billing' or 'documentation' Field Type: Select box Account code: Default account for CDRs (Call Detail Records) Example: lars101 Field Type: [a-z][0-9] Authorization Auth debugging: Should authentication be debugged Example: Setting this option to 'Yes' will increase the amount of debugging traffic Field Type: Option buttons 395

396 396 PBXware System Administration Manual Max Auth requests: Maximum number of outstanding authentication requests waiting for replies. Any further authentication attempts will be blocked Example: 10 Delay Reject: Set this option to 'Yes' for increased security against brute force password attacks Example: Yes Registration Registration context: If specified PBXware will dynamically create and destroy a NoOp priority 1 extension for a given peer who registers or unregisters with us Example: iaxregistration Field Type: [a-z][0-9] Min Registration Expire: Minimum amounts of time that IAX peers can request as a registration expiration interval (in seconds). Example: 60 Max Registration Expire:

397 Settings Maximum amounts of time that IAX peers can request as a registration expiration interval (in seconds). Example: Trunk Trunk frequency: How frequently to send trunk msgs (in ms) Example: 20 Trunk Timestamps: Should we send timestamps for the individual sub-frames within trunk frames Example: Yes Field Type: Option buttons Misc Mailbox details: Should the user receive the actual new/old message counts and not just a yes/no messages 397

398 398 PBXware System Administration Manual Example: Yes Field Type: Option buttons Disable UDP checksums: Should checkums will be calculated Example: Yes Field Type: Option buttons Auto-kill: If no response is received within 2000ms, and this option set to yes, cancel the whole thing Example: Yes Field Type: Option buttons Codecs Codec Priority: This option controls the codec negotiation of an inbound IAX calls. Example: caller - Consider the callers preferred order ahead of the host's. host - Consider the host's preferred order ahead of the caller's. disabled - Disable the consideration of codec preference altogether (this is the original behaviour before preferences were added) reqonly - Same as disabled, only do not consider capabilities if the requested format is not available the call will only be accepted if the requested form Field Type: Read only

399 Settings 399 Disallow: Set the codecs extension is now allowed to use Example: This field is very unique. In order to work properly, this setting is automatically set to 'Disallow All' and it cannot be modified Field Type: Read only Allow: Set the codecs extension is allowed to use Example: Only the codecs set under 'Settings: Server' will be available to choose from Field Type: Check box ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks Additional config This option is used for providing additional config parameters for IAX configuration files. Values provided here will be written into these configuration files.

400 400 PBXware System Administration Manual MGCP MGCP is a protocol for controlling Telephony Gateways from external call control elements named Media Gateway Controllers or Call Agents. MGCP is central to the VoIP solution and may be integrated into products such as Central Office Switches, Gateways (Trunking, Residential, Access), Network Access Servers, Cable Modems, PBXwares etc., to develop a convergent voice and data solution General Port:

401 Settings 401 SIP bind port Example: 2727, (default) Bind Address: SIP bind IP address Example: , (default) Context: Default context for incoming calls Example: For security reasons it is recommended to keep this field set at 'invalid-context' Field Type: [a-z][0-9] Codecs Disallow: Set the codecs extension is now allowed to use Example: This field is very unique. In order to work properly, this setting is automatically set to 'Disallow All' and it cannot be modified Field Type: Read only Allow:

402 402 PBXware System Administration Manual Set the codecs extension is allowed to use Example: Only the codecs set under 'Settings: Server' will be available to choose from Field Type: Check box ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks Additional config This option is used for providing additional config parameters for MGCP configuration files. Values provided here will be written into these configuration files.

403 Settings Providers PBXware comes with a range of pre-configured VoIP and PSTN service providers in order to allow an easy way of adding trunks into the system. This screen allows for addition of custom providers by clicking on 'Add Custom Provider'. In addition, 'Import Providers' allows for update of currently pre-configured service providers. Provider: Provider name Example: Generic Analog Field Type: Display Protocol: Protocol provider uses Example: zaptel Field Type: Display Type: Service type Example: pstn/voip Field Type: Display Edit Provider configuration Example: Click to edit Provider configuration Field Type: Button Delete Provider configuration Example: Click to delete Provider configuration from the system Field Type: Button

404 404 PBXware System Administration Manual PSTN Type: Service type Example: pstn/voip Field Type: Select box

405 Settings 405 Protocol: Protocol provider uses Example: zaptel/capi Field Type: Select box Provider: Provider name Example: BT Field Type: [a-z][0-9] Country: Destination of the trunk connection Example: USA Field Type: Select box E164 Accepted: Does the Provider support dialing destinations in E164 format Example: Enabling this option will reformat any dialled number into following form COUNTRY_CODE +AREA_CODE+DIALED_NUMBER. For example, if you dial , system will dial Field Type: Option buttons National Dialing Code: National dialing code at the Provider destination Example: For USA 1, United Kingdom, Germany 0 Leave National Code: In some countries, national code is stripped automatically. If set to 'Yes', national code will not be stripped from the dialed number. NOTE: Before settings this option to 'Yes', go to 'Settings: Servers' and enable this options as well.

406 406 PBXware System Administration Manual Example: John dials With this option enabled International Dialing Code: International dialing code at the Provider destination Example: For USA 011, United Kingdom, Germany 00 Local Area Code: Add local area code to dialed number, if required by service provider. (By default, local area code is stripped when dialing) Example: User dials , local area code is 212. If call goes through this trunk PBXware will dial Write dialing code: Should National and International prefix be written into configuration files Example: Enable this option if required by provider Zaptel Devices: Select zaptel device system is to use Example: X100P TDM400P TDM10B TDM20B TDM30B TDM40B TDM11B TDM12B TDM13B TDM21B TDM22B TDM23B T100P E100P TE110P

407 Settings 407 TE410P TE405P hfcisdn quadbri A101u A102u A104u Field Type: Option buttons NOTE: Please configure Zaptel devices after you save the provider by clicking 'Configure' button next to a selected device VoIP In this chapter we will cover: - General Network Related Channels Authentication Codecs 414

408 408 PBXware System Administration Manual General

409 Settings 409 Type: Service type Example: pstn/voip Field Type: Select box Protocol: Protocol provider uses Example: zaptel/capi Field Type: Select box Provider: Provider name Example: BT Field Type: [a-z][0-9] User Type: User's relationship to the system Example: user - Provider accepts incoming calls only peer - Provider makes outgoing calls only friend - Provider does both incoming and outgoing calls Field Type: Select box DTMF Mode (Dual Tone Multi-Frequency): DTMF mode used by provider. A specific frequency (consisting of two separate tones) to each key so that it can easily be identified by a microprocessor Example: inband - inband audio(requires 64 kbit codec - alaw, ulaw) rfc default info - SIP INFO messages Field Type: Select box

410 410 PBXware System Administration Manual National Dialing Code: National dialing code used at the Provider destination Example: For USA 1, United Kingdom, Germany 0 Leave National Code: In some countries, national code is stripped automatically. If set to 'Yes', national code will not be stripped from the dialed number. NOTE: Before settings this option to 'Yes', go to 'Settings: Servers' and enable this options as well. Example: John dials With this option enabled International Dialing Code: International dialing code used at the provider destination Example: For USA 011, United Kingdom, Germany 00 Local Area Code: Add local area code to dialed number, if required by service provider. (By default, local area code is stripped when dialing) Example: User dials , local area code is 212. If call goes through this provider PBXware will dial Network Related Canreinvite:

411 Settings 411 Should you allow RTP voice traffic to bypass Asterisk Example: Some devices do not support this especially if one of them is behind a NAT Field Type: Options buttons NOTE: All enhanced services for the extension have to be disabled Default IP: IP address to be used until registration Example: Field Type: IP Address Channels Incoming Limit: Number of simultaneous incoming calls Provider can handle Example: 4 equals to four simultaneous incoming calls. Any additional calls will get the busy sound Outgoing Limit: Number of simultaneous outgoing calls Provider can handle Example: 4 equals to four simultaneous outgoing calls. Any additional calls attempting to use this Provider will be rejected or will be redirected to other Providers depending on what is set in the system/extensions Notransfer:

412 412 PBXware System Administration Manual Disable native IAX transfer Example: Field Type: Option buttons Send ANI: Should ANI ("super" Caller ID) be sent over this Provider Example: Set 'Yes' to enable Field Type: Option buttons Trunk: Use IAX2 trunking with this host Example: Set 'Yes' to enable Field Type: Option buttons Authentication Host: Provider IP address Example: Enter host IP, for example or set 'dynamic' if host is behind dynamic IP address [a-z]

413 Settings 413 Peer Host: IP of a peer host system sends the calls to Example: Field Type: IP Address Register: Method for registering to remote server Example: Providers may require different way of registration to their server. You may choose between 'registration not required', 'register with phone number' and 'register with username' Field Type: Select box Register suffix: Service provider may request different registration methods for their services. Select the proper method, as required by the provider Example: Auth Method: Authentication method required by provider Example: md5 Field Type: [a-z] [0-9] RSA key: RSA authentication key Example: If Auth Method is set to RSA, then provide the RSA key here Field Type: [a-z][0-9] Encryption: Should encryption be used when authenticating with the peer Example: Field Type: [a-z][0-9]

414 414 PBXware System Administration Manual Codecs Disallow: This field is very unique. In order to work properly this setting is automatically set to 'Disallow All' and cannot be modified. Example: all Field Type: Display Allow: Codecs that are allowed in 'Settings: Server' will be enabled for selection. Example: all ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks. Field Type: Check boxes

415 Settings Default Trunks System uses its trunks to place calls to various destinations. In order to allow an organization to control its voice communications budget and to provide for termination backup the default trunks allows setting primary, secondary and tertiary trunks. System will use primary trunk as its first choice for every destination called. If primary trunk for same reason fails to terminate the call, the secondary trunk wild be used by the system. If secondary trunk for same reason fails to terminate the call, the tertiary trunk wild be used by the system. Primary/Secondary/Tertiary Trunk: Select default trunks on system level. NOTE: If dialed number is busy, the system will recognize it and won't skip to other trunks in order to dial it. Example: Service provider name Field Type: Select box Default Destination: Default destination where trunks without DID will be transferred to Example: If there is no DID for an incoming Trunk/Provider, all calls will be transferred to this system number (e.g. 2000) Precedence Settings: - Default Trunks: All System calls go through trunks defined here. MiniLCR: Overrides 'Default Trunks' and sets a specific trunk for a destination

416 416 PBXware System Administration Manual Extensions: - Trunks: Overrides 'Settings: Default Trunks' - Routes: Overrides 'Settings: MiniLCR' 21.5 UAD UAD (User Agent Devices) are various IP phones, soft phones, ATA (Analog Telephone Adaptors) and IAD (Integrated Access Devices) used for system extensions. PBXware supports a wide range of UAD using SIP,IAX, MGCP and ZAPTEL protocols. Supported devices are already pre-configured with most common settings in order to allow administrators an easy way of adding extensions. However, some PBXware installation have a specific requirements hence it is advisable to edit selected UAD and set it to required values. Additionally if an installation needs o use an UAD not listed, clicking on "Add User Agent" allows adding new UAD.

417 Settings 417

418 418 PBXware System Administration Manual Requirements In this chapter we will cover: - Paging Paging Paging is a service that supports transmitting of messages to multiple phones over their loudspeakers In this chapter we will cover: - Budgetone 101/ GXP Snom 190/ Polycom 30x/50x/60x Cisco Linksys Aastra 480i/9133i/9112i Budgetone 101/ Navigate Internet browser to phone IP address (for example 2. Provide admin password ('admin' by default) 3. Click 'Login' button 4. Click on 'Advanced Settings' link 5. Scroll down to 'Auto-Answer' options 6. Select 'Yes' 7. Click 'Update' button 8. Click 'Reboot' button NOTE: Paging tested with Firmware version GXP Navigate Internet browser to phone IP address (for example 2. Provide admin password ('admin' by default) 3. Click 'Login' button 4. Click on 'Account *' you wish to edit

419 Settings Scroll down to 'Auto-Answer' options 6. Select 'Yes' 7. Click 'Update' button 8. Click 'Reboot' button NOTE: Paging tested with Firmware version Snom 190/ Navigate Internet browser to phone IP address (for example 2. Navigate to your line e.g. 'Line 1' 3. Click 'SIP' 4. Set 'Auto Answer' to 'On' 5. Click 'Save' button 6. Navigate to 'Preferences' 7. Set 'Auto Answer Indication' to 'On' for a sound to be played notifying you a call has been received 8. Set 'Type of Answering' to suit your needs e.g. 'Handsfree' 9 Click 'Save' button NOTE: Paging tested with Firmware version 5.2b Polycom 30x/50x/60x You need the latest version of both the SIP software and bootrom to do it. Auto-answer could be configured only using provisioning. To prepare configuration files you have to do following steps: 1. In the 'sip.cfg' file, look for the line with these variables: <alertinfo voipprot.sip.alertinfo.1.value="auto Answer" voipprot.sip.alertinfo.1.class="3"...> Polycom calls up class 3 in sip.cfg or ipmid.cfg file. 2. In 'sip.cfg' my ring class 'AUTO_ANSWER' looks like this: <ringtype se.rt.enabled="1" se.rt.modification.enabled="1"> <DEFAULT se.rt.1.name="default" se.rt.1.type="ring" se.rt.1.ringer="2" se.rt.1.callwait="6" se.rt.1. mod="1"/> <VISUAL_ONLY se.rt.2.name="visual" se.rt.2.type="visual"/> <AUTO_ANSWER se.rt.3.name="auto Answer" se.rt.3.type="answer"/> <RING_ANSWER se.rt.4.name="ring Answer" se.rt.4.type="ring-answer" se.rt.4.timeout="2000" se.rt.4. ringer="2" se.rt.4.callwait="6" se.rt.4.mod="1"/> <INTERNAL se.rt.5.name="internal" se.rt.5.type="ring" se.rt.5.ringer="2" se.rt.5.callwait="6" se.rt.5. mod="1"/> <EXTERNAL se.rt.6.name="external" se.rt.6.type="ring" se.rt.6.ringer="2" se.rt.6.callwait="6" se.rt.6. mod="1"/> <EMERGENCY se.rt.7.name="emergency" se.rt.7.type="ring" se.rt.7.ringer="2" se.rt.7.callwait="6" se.

420 420 PBXware System Administration Manual rt.7.mod="1"/> <CUSTOM_1 se.rt.8.name="custom 1" se.rt.8.type="ring" se.rt.8.ringer="5" se.rt.8.callwait="7" se.rt.8. mod="1"/> <CUSTOM_2 se.rt.9.name="custom 2" se.rt.9.type="ring" se.rt.9.ringer="7" se.rt.9.callwait="7" se.rt.9. mod="1"/> <CUSTOM_3 se.rt.10.name="custom 3" se.rt.10.type="ring" se.rt.10.ringer="9" se.rt.10.callwait="7" se. rt.10.mod="1"/> <CUSTOM_4 se.rt.11.name="custom 4" se.rt.11.type="ring" se.rt.11.ringer="11" se.rt.11.callwait="7" se. rt.11.mod="1"/> </ringtype> 'se.rt.3.type="answer"' sets Polycom phone ring type, in this case an answer, that means that phone will automatically answer without ringing. 3. Update modified files to provisioning server 4. Reload PBXware if used as provisioning server 5. Restart phone 6. The bootrom on the phone performs the provisioning functions of downloading the bootrom, the <Ethernet address>.cfg file, and the SIP application and uploading log files. The SIP application performs the provisioning functions of downloading all other configuration files, uploading and downloading the configuration override file and user directory, downloading the dictionary and uploading log files. The protocol which will be used to transfer files from the boot server depends on sev-eral factors including the phone model and whether the bootrom or SIP application stage of provisioning is in progress. TFTP and FTP are supported by all SoundPoint and SoundStation phones. The SoundPoint IP 301, 501, 600 and 601 and Sound- Station IP 4000 bootrom also supports HTTP while the SIP application supports HTTP1 and HTTPS. If an unsupported protocol is specified, this may result in unex-pected behavior, see the table for details of which protocol the phone will use. The Specified Protocol listed in the table can be selected in the Server Type field or the Server Address can include a transfer protocol, for example (see Server Menu on page 10). The boot server address can also be obtained via DHCP. Configuration file names in the <Ethernet address>.cfg file can include a transfer protocol, for example If a user name and password are specified as part of the server address or file name, they will be used only if the server supports them. NOTE: A URL should contain forward slashes instead of back slashes and should not contain spaces. Escape characters are not supported. If a user name and password are not specified, the Server User and Server Password will be used. For downloading the bootrom and application images to the phone, the secure HTTPS protocol is not available. To guarantee software integrity, the bootrom will only download signed bootrom or application images. For HTTPS, widely recog-nized certificate authorities are trusted by the phone and custom

421 Settings 421 certificates can be added. See 6.1 Trusted Certificate Authority List on page 151. Using HTTPS requires that SNTP be functional. Provisioning of configuration files is done by the application instead of the bootrom and this transfer can use a secure protocol. Configuring Cisco phones for speakerphone page. Note that Cisco phones are not supporting special sip header for auto-answer, that means that You can t configure these phones to auto answer only to speaker phone page and to ring for ordinary incoming calls. You can only configure one line who will be set to auto answer any call not just page call. That means that with Cisco you have to have one special separated line for speakerphone page. To set already configured line on Cisco phone you have to do following steps: 1. Go into menu 'Settings -> Call Preferences -> Auto Answer (intercom)' 2. Set a new line you've just created as auto-answer by choosing 'Line x ON/OFF' NOTE: Paging tested with Firmware version Cisco Create a new line on a Cisco phone, and put the configuration into sip.conf as you normally would(go into 'Settings: Call Preferences: Auto Answer (intercom)' and then make the line you've just created as 'autoanswer'. 2. Here are the contents of /var/lib/asterisk/agi-bin/callall: #!/bin/sh cp /var/lib/asterisk/agi-bin/*conf /var/spool/asterisk/outgoing 3. Make sure to make the script executable. And then for every extension you have as an auto-answer, have a file like this in /var/lib/asterisk/agi-bin: Channel: SIP/2006 Context: add-to-conference WaitTime: 2 Extension: start Priority: 1 CallerID: Office Pager <5555> So, for example, if you have three lines that are configured for automatic answering - SIP/2006, SIP/2007, SIP/2008, you should have three files named 2006-conf, 2007-conf, 2008-conf in /var/lib/asterisk/agi-bin that get copied into the outgoing call spool directory every time you call extension Now, dial 5555 from any phone and you should have one-way paging. People who use the pager may have to get used to waiting 1-2 seconds before speaking to allow all the phones to catch up with the audio stream. All of the phones hang up after 20 seconds, regardless of if the person originating the page has stopped talking. Change the AbsoluteTimeout values to increase this interval.

422 422 PBXware System Administration Manual If you want a really confusing loud mess, then change the "dmq" options to "dq" and you'll get an N-way conversation going with everyone who has a phone. Bad. If you want a really interesting office surveillance tool, change the "dmq" to "dt" and you'll suddenly be listening to all of the extensions in the office, like some kind of mega-snoop tool. Useful for after-hours listening throughout the entire office. NOTE: Paging tested with Firmware version Linksys Navigate Internet browser to phone IP address (for example 2. Select 'Admin Login' 3. Select 'Advanced' 4. Navigate to 'User' tab 5. Set 'Auto Answer Page' to 'Yes' 6. Set 'Send Audio To Speaker' to 'Yes' 7. Click 'Submit All Changes' button NOTE: At the time paging option is set for all lines and works once handset is picked up. Paging tested with Firmware version (a) Aastra 480i/9133i/9112i 1. Navigate Internet browser to phone IP address (for example 2. Select 'Preferences' under 'Basic Settings' tab 3. Set 'Microphone Mute' to 'No' 4. Set 'Auto-Answer' to 'Yes' 5. Click 'Save Settings' button 6. Reboot the phone to apply the new settings NOTE: At the time paging option is set for all lines and works once handset is picked up. Paging tested with Firmware version Add/Edit In this chapter we will cover: - SIP IAX MGCP ZAPTEL 435

423 Settings SIP Click 'Add User Agent' to add a device or click 'Edit' icon next to one, to change its settings. Protocol: Select protocol UAD(User Agent Device) uses Example: If UAD/Phone uses SIP protocol, select 'SIP' here Field Type: Select box Device Name: Unique device name Example: AASTRA 480i Field Type: [a-z][0-9] 423

424 424 PBXware System Administration Manual DTMF Mode (Dual Tone Multi-Frequency) : A specific frequency, consisting of two separate tones. Each key has a specific tone assign to it so it can be easily identified by a microprocessor. Example: This is a sound heard when dialing digits on touch-tone phones. Each phone has different 'DTMF Mode'. By default, this field is populated automatically for supported devices. If adding other UAD/Phone select between 'inband',, 'rfc2833' or 'info' options Field Type: Select box Status: Extension status/presence on the network Example: If this field is set to 'Active', this UAD/Phone will be available in the 'UAD' select box by default when adding new extensions Field Type: Select Box Status: Extension status/presence on the network Example: If this field is set to 'Active', this UAD/Phone will be available in the 'UAD' select box by default when adding new extensions Field Type: Select Box NAT (Network Address Translation): Set the appropriate Extension - PBXware NAT relation Example: If Extension 1000 is trying to register with the PBXware from a remote location/network and that network is behind NAT, select the appropriate NAT settings here: yes - Always ignore info and assume NAT no - Use NAT mode only according to RFC3581 never - Never attempt NAT mode or RFC3581 support route - Assume NAT, don't send rport Field Type: Option buttons Incoming Dial Options: Advanced dial options for all incoming calls

425 Settings 425 Example: Please see below for detail list of all available dial options( default: tr ) Field Type: [a-z] Outgoing Dial Options: Advanced dial options for all outgoing calls Example: Please see below for detail list of all available dial options( default: empty ) Field Type: [a-z] Disallow: Set the codecs extension is now allowed to use Example: This field is very unique. In order to work properly, this setting is automatically set to 'Disallow All' and it cannot be modified Field Type: Read only Allow: Set the codecs extension is allowed to use Example: Only the codecs set under 'Settings: Server' will be available to choose from Field Type: Check box ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks. Auto Provisioning: Enable auto provisioning service for this extension Example: Connect UAD/Phone to PBXware without any hassle by providing UAD/Phone MAC address( and optionally adding Static UAD/Phone IP address and network details) Field Type: Option Buttons

426 426 PBXware System Administration Manual DHCP ( Dynamic Hosts Configuration Protocol ): Set whether UAD/Phone is on DHCP or Static IP address Example: Set DHCP = Yes if UAD/Phone is on dynamic or DHCP = No if UAD/Phone is on static IP address. If on static IP, you will have to provide more network details in the fields bellow. Field Type: Option buttons User Agent Auto Provisioning Template: Example: This option is used for providing additional config parameters for SIP, IAX and MGCP configuration files. Values provided here will be written into these configuration files. Field Type: [a-z][0-9] IAX Click 'Add User Agent' to add a device or click 'Edit' icon next to one, to change its settings.

427 Settings Protocol: Select protocol UAD(User Agent Device) uses Example: If UAD/Phone uses SIP protocol, select 'SIP' here Field Type: Select box Device Name: Unique device name Example: AASTRA 480i Field Type: [a-z][0-9] 427

428 428 PBXware System Administration Manual DTMF Mode (Dual Tone Multi-Frequency) : A specific frequency, consisting of two separate tones. Each key has a specific tone assign to it so it can be easily identified by a microprocessor. Example: This is a sound heard when dialing digits on touch-tone phones. Each phone has different 'DTMF Mode'. By default, this field is populated automatically for supported devices. If adding other UAD/Phone select between 'inband',, 'rfc2833' or 'info' options Field Type: Select box Status: Extension status/presence on the network Example: If this field is set to 'Active', this UAD/Phone will be available in the 'UAD' select box by default when adding new extensions Field Type: Select Box NAT (Network Address Translation): Set the appropriate Extension - PBXware NAT relation Example: If Extension 1000 is trying to register with the PBXware from a remote location/network and that network is behind NAT, select the appropriate NAT settings here: yes - Always ignore info and assume NAT no - Use NAT mode only according to RFC3581 never - Never attempt NAT mode or RFC3581 support route - Assume NAT, don't send rport Field Type: Option buttons Incoming Dial Options: Advanced dial options for all incoming calls Example: Please see below for detail list of all available dial options( default: tr ) Field Type: [a-z] Outgoing Dial Options: Advanced dial options for all outgoing calls Example: Please see below for detail list of all available dial options( default: empty ) Field Type: [a-z]

429 Settings 429 Notransfer: Disable native IAX transfer Example: Field Type: Option buttons Send ANI: Should ANI ("super" Caller ID) be sent over this Provider Example: Set 'Yes' to enable Field Type: Option buttons Trunk: Use IAX2 trunking with this host Example: Set 'Yes' to enable Field Type: Option buttons Auth Method: Authentication method required by provider Example: md5 Field Type: [a-z] [0-9] Encryption: Should encryption be used when authenticating with the peer Example: Field Type: [a-z][0-9] Disallow: Set the codecs extension is now allowed to use Example: This field is very unique. In order to work properly, this setting is automatically set to 'Disallow All' and it cannot be modified Field Type: Read only

430 430 PBXware System Administration Manual Allow: Set the codecs extension is allowed to use Example: Only the codecs set under 'Settings: Server' will be available to choose from Field Type: Check box ITU G.711 ulaw - 64 Kbps, sample-based, used in US ITU G.711 alaw - 64 Kbps, sample-based, used in Europe ITU G (5.3/6.3 Kbps, 30ms frame size ITU G /24/32/40 Kbps ITU G Kbps, 10ms frame size GSM - 13 Kbps (full rate), 20ms frame size ilbc - 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size Speex to 44.2 Kbps LPC Kbps H.261 Video - Used over ISDN lines with resolution of 352x288 H.263 Video - Low-bit rate encoding solution for video conferencing H.263+ Video - Extension of H.263 that provides additional features that improve compression over packet switched networks. Auto Provisioning: Enable auto provisioning service for this extension Example: Connect UAD/Phone to PBXware without any hassle by providing UAD/Phone MAC address( and optionally adding Static UAD/Phone IP address and network details) Field Type: Option Buttons DHCP ( Dynamic Hosts Configuration Protocol ): Set whether UAD/Phone is on DHCP or Static IP address Example: Set DHCP = Yes if UAD/Phone is on dynamic or DHCP = No if UAD/Phone is on static IP address. If on static IP, you will have to provide more network details in the fields bellow. Field Type: Option buttons User Agent Auto Provisioning Template: Example: This option is used for providing additional config parameters for SIP, IAX and MGCP configuration files. Values provided here will be written into these configuration files. Field Type: [a-z][0-9]

431 Settings MGCP Click 'Add User Agent' to add a device or click 'Edit' icon next to one, to change its settings. Protocol: Select protocol UAD(User Agent Device) uses Example: If UAD/Phone uses SIP protocol, select 'SIP' here Field Type: Select box Device Name: Unique device name Example: AASTRA 480i 431

432 432 PBXware System Administration Manual Field Type: [a-z][0-9] DTMF Mode (Dual Tone Multi-Frequency) : A specific frequency, consisting of two separate tones. Each key has a specific tone assign to it so it can be easily identified by a microprocessor. Example: This is a sound heard when dialing digits on touch-tone phones. Each phone has different 'DTMF Mode'. By default, this field is populated automatically for supported devices. If adding other UAD/Phone select between 'inband',, 'rfc2833' or 'info' options Field Type: Select box Status: Extension status/presence on the network Example: If this field is set to 'Active', this UAD/Phone will be available in the 'UAD' select box by default when adding new extensions Field Type: Select Box NAT (Network Address Translation): Set the appropriate Extension - PBXware NAT relation Example: If Extension 1000 is trying to register with the PBXware from a remote location/network and that network is behind NAT, select the appropriate NAT settings here: yes - Always ignore info and assume NAT no - Use NAT mode only according to RFC3581 never - Never attempt NAT mode or RFC3581 support route - Assume NAT, don't send rport Field Type: Option buttons Incoming Dial Options: Advanced dial options for all incoming calls Example: Please see below for detail list of all available dial options( default: tr ) Field Type: [a-z] Outgoing Dial Options: Advanced dial options for all outgoing calls

433 Settings Example: Please see below for detail list of all available dial options( default: empty ) Field Type: [a-z] User Agent Auto Provisioning Template: Example: This option is used for providing additional config parameters for SIP, IAX and MGCP configuration files. Values provided here will be written into these configuration files. Field Type: [a-z][0-9] 433

434 434 PBXware System Administration Manual MISDN Protocol: Select protocol UAD(User Agent Device) uses Example: If UAD/Phone uses SIP protocol, select 'SIP' here Field Type: Select box Device Name:

435 Settings 435 Unique device name Example: AASTRA 480i Field Type: [a-z][0-9] Status: Extension status/presence on the network Example: If this field is set to 'Active', this UAD/Phone will be available in the 'UAD' select box by default when adding new extensions Field Type: Select Box User Agent Auto Provisioning Template: Example: This option is used for providing additional config parameters for SIP, IAX and MGCP configuration files. Values provided here will be written into these configuration files. Field Type: [a-z][0-9] ZAPTEL In this chapter we will cover: - Zapata General PRI Caller ID Echo Canceller Call Features Call Indications Call Groups RX/TX Other Zapata Options Span Dynamic Span FXO Channels FXS Channels PRI Channels Other Zaptel Channels 453

436 436 PBXware System Administration Manual

437 Settings Zapata General Device Name: Unique device name Example: AASTRA 480i Field Type: [a-z][0-9] Channels Which card channels are used Example: 1,4/1-4 [,-] Language: Default language Example: us Field Type: Select box Status: Extension status/presence on the network Example: If this field is set to 'Active', this UAD/Phone will be available in the 'UAD' select box by default when adding new extensions Field Type: Select Box

438 438 PBXware System Administration Manual Signalling: Signalling method Example: default FXS Loopstart FXS Groundstart FXS Kewlstart FXO Loopstart FXO Groundstart FXO Kewlstart PRI CPE side PRI Network side BRI CPE side BRI Network side BRI CPE PTMP BRI Network PTMP Field Type: Select box Music On Hold: Select which class of music to use for music on hold. If not specified then the 'default' will be used Example: default Field Type: Select box Mailbox: Define a voic context Example: 1234, Field Type: [a-z][0-9]

439 Settings PRI Switchtype: Set switch type Example: National ISDN 2 Nortel DMS100 AT&T 4ESS Lucent 5ESS EuroISDN Old National ISDN 1 Field Type: Select box PRI Dial Plan: Set dial plan used by some switches Example: Unknown Private ISDN Local ISDN National ISDN International ISDN Field Type: Select box PRI Local Dial Plan: Set numbering dial plan for destinations called locally Example: Unknown 439

440 440 PBXware System Administration Manual Private ISDN Local ISDN National ISDN International ISDN Field Type: Select box PRI Trust CID: Trust provided caller id information Example: Yes, No, N/A Field Type: Option buttons PRI Indication: How to report 'busy' and 'congestion' on a PRI Example: outofband - Signal Busy/Congestion out of band with RELEASE/DISCONNECT inband - Signal Busy/Congestion using in-band tones Field Type: Select box Network Specific Facility: If required by switch, select network specific facility Example: none sdn megacom accunet Field Type: Select box

441 Settings Caller ID Outbound Caller ID: Caller ID set for all outbound calls where Caller ID is not set or supported by a device Example: Caller ID: CallerID can be set to 'asreceived' or a specific number if you want to override it Example: 'asreceived', Field Type: [a-z][0-9] NOTE: Caller ID can only be transmitted to the public phone network with supported hardware, such as a PRI. It is not possible to set external caller ID on analog lines Use Caller ID: Whether or not to use caller id Example: Yes, No, N/A Field Type: Options buttons Hide Caller ID:

442 442 PBXware System Administration Manual Whether or not to hide outgoing caller ID Example: Yes, No, N/A Field Type: Options buttons Restrict CID Whether or not to use the caller ID presentation for the outgoing call that the calling switch is sending Example: Yes, No, N/A Field Type: Options buttons CID Signalling: Set the type of caller ID signalling Example: bell - US v23 - UK dtmf - Denmark, Sweden and Netherlands Field Type: Select box CID Start: What signals the start of caller ID Example: ring = a ring signals the start polarity = polarity reversal signals the start Field Type: Select box Call Waiting CID: Whether or not to enable call waiting on FXO lines Example: Yes, No, N/A Field Type: Options buttons Send CallerID After: Some countries, like UK, have different ring tones (ring-ring), which means the caller id needs to be set

443 Settings 443 later on, and not just after the first ring, as per the default. Example: Yes Field Type: Select box Echo Canceller Echo Cancel: Enable echo cancellation Example: Yes, No, N/A Field Type: Option buttons Echo Training: Mute the channel briefly, for 400ms, at the beginning of conversation, cancelling the echo. (Use this only if 'Echo Cancel' doesn't work as expected) Example: Yes, No, N/A Field Type: Option buttons Echo Cancel When Bridged: Enable echo cancellation when bridged. Generally not necessary, and in fact undesirable, to echo cancel when the circuit path is entirely TDM Example: Yes, No, N/A Field Type: Option buttons

444 444 PBXware System Administration Manual Call Features Call Waiting: Whether or not to enable call waiting on FXO lines Example: Yes, No, N/A Field Type: Option buttons Use Calling Pres: Whether or not use the caller ID presentation for the outgoing call that the calling switch is sending Example: Yes, No, N/A Field Type: Option buttons Three Way Calling: Support three-way calling. If enabled, call can be put on hold and one is able to make another call Example: Yes, No, N/A Field Type: Option buttons Transfer: Support call transfer and also enables call parking (overrides the 'canpark' parameter). Requires 'Three Way Calling' = 'Yes'. Example: Yes, No, N/A Field Type: Option buttons

445 Settings Can Call Forward: Support call forwarding Example: Yes, No, N/A Field Type: Option buttons Call Return: Whether or not to support Call Return '*69'. Dials last caller extension number Example: Yes, No, N/A Field Type: Option buttons Overlap Dial: Enable overlap dialing mode (sends overlap digits) Example: Yes, No, N/A Field Type: Option buttons Pulse Dial: Use pulse dial instead of DTMF. Used by FXO (FXS signalling) devices Example: Yes, No, N/A Field Type: Option buttons Call Indications 445

446 446 PBXware System Administration Manual Distinctive Ring Detection: Whether or not to do distinctive ring detection on FXO lines Example: Yes, No, N/A Field Type: Options buttons Busy Detect: Enable listening for the beep-beep busy pattern Example: Yes, No, N/A Field Type: Options buttons Busy Count: How many busy tones to wait before hanging up. Bigger settings lower probability of random hangups. 'Busy Detect' has to be enabled Example: Field Type: Select box Call Progress: Easily detect false hangups Example: Yes, No, N/A Field Type: Options buttons Immediate: Should channel be answered immediately or the simple switch should provide dialtone, read digits, etc Example: Yes, No, N/A Field Type: Options buttons

447 Settings Call Groups Call Group: Set the Call Group extension belongs to. Example: Similar to 'Context' grouping, only this option sets to which call group extension belongs(allowed range 0-63) [,-] Pickup Group: Set groups extension is allowed to pickup. Example: Similar to 'Context' grouping, only this option sets the Call Groups extension is allowed to pickup by dialing '*8'. [,-] RX/TX RX Wink: Set timing parameters Example: Pre-wink (50ms) Pre-flash (50ms) Wink (150ms) Receiver flashtime (250ms) Receiver wink (300ms) Debounce timing (600ms)

448 448 PBXware System Administration Manual Field Type: Select box RX Gain: Receive signal decibel Example: 2 TX Gain: Transmit signal decibel Example: Other Zapata Options ADSI (Analog Display Services Interface): Enable remotely controlling of screen phone with softkeys. (Only if you have ADSI compatible CPE equipment) Example: Yes, No, N/A Field Type: Option buttons Jitter Buffers: Configure jitter buffers. Each one is 20ms long Example: 4

449 Settings Relax DTMF: If you are having trouble with DTMF detection, you can relax the DTMF detection parameters Example: Yes, No, N/A Field Type: Option buttons Fax Detect: Enable fax detection Example: both incoming outgoing no Field Type: Select box Span Span number: Number of the span Example: 1 Span timing: 449

450 450 PBXware System Administration Manual How to synchronize the timing devices Example: 0 - do not use this span as sync source 1 - use as primary sync source 2 - set as secondary and so forth Field Type: [a-z] Line build out: Example: 0 db (CSU) / feet (DSX-1) feet (DSX-1) feet (DSX-1) feet (DSX-1) feet (DSX-1) -7.5db (CSU) -15db (CSU) -22.5db (CSU) Field Type: Select box Framing: How to communicate with the hardware at the other end of the line Example: For T1: Framing is one of d4 or esf. For E1: Framing in one of cas or ccs. Field Type: Select box Coding: How to encode the communication with the other end of line hardware. Example: For T1: coding is one of ami or b8zs For E1: coding is one of ami or hdb3 (E1 may also need crc) Field Type: Select box Yellow: Whether yellow alarm is transmitted when no channels are open. Example:

451 Settings Yes No N/A Field Type: Option buttons Dynamic Span Dynamic span driver: The name of the driver (e.g. eth) Dynamic span address: Driver specific address (like a MAC for eth). Dynamic span channels: Number of channels. Dynamic span timing: Sets timing priority, like for a normal span. Use "0" in order not to use this as a timing source, or prioritize them as primary, secondary, etc. 451

452 452 PBXware System Administration Manual FXO Channels FXO Loopstart: Channel(s) are signalled using FXO Loopstart protocol FXO Groundstart: Channel(s) are signalled using FXO Groundstart protocol FXO Kewlstart: Channel(s) are signalled using FXO Kewlstart protocol 1 - for one card for two cards for three cards etc or 2-3 (If your card has modules in this order FXS, FXO, FXO, FXS) FXS Channels FXS Loopstart: Channel(s) are signalled using FXS Loopstart protocol FXS Groundstart: Channel(s) are signalled using FXS Groundstart protocol FXS Kewlstart: Channel(s) are signalled using FXS Kewlstart protocol

453 Settings Values for above fields are set as follows: 1 - for one card for two cards for three cards etc or 1-4 (If your card has modules in this order FXS, FXO, FXO, FXS) PRI Channels D-Channel(s): For example, every ISDN BRI card has 1 D- (control) channel Example: 1 B-Channels(s): For example, every ISDN BRI card has 2 B- (data) channels Example: Other Zaptel Channels 453

454 454 PBXware System Administration Manual Unused: Example: Clear: Example: 21.6 Access Codes Access codes provide system user with access to essential system or enhanced services

455 Settings Voic Voice inbox access code. This number is dialed to access extension voice inbox (extension PIN required) Example: From extension 1000 dial '*123' to access extension 1000 voice inbox. When asked for PIN, provide PIN set for this extension Agent Static Login: Access code used for static agent login 455

456 456 PBXware System Administration Manual Example: Dial '*200 + $QUEUE' from extension '1000' to login that extension into a specific Queue Agent Static Logout: Access code used for static Agent logout Example: Dial '*201 + $QUEUE' from extension '1000' to logout that extension from specific Queue Agent Dynamic Login: Access code used for dynamic Agent login Example: Dial '*202 + $AGENT_NUMBER' from extension '1000' to login into Queue as an Agent. Provide Agent PIN number when asked for it. Dynamic login means that connection has to be active all the time Agent is not to hangup his connection or new login will be required. Agent Dynamic Callback Login/Logout: Access code used for dynamic callback Agent login Example: Dial '*203 + $AGENT_NUMBER' from extension '1000' to login into Queue as an Agent. Provide Agent PIN number when asked for it. Dynamic login means that connection has to be active all the time Agent is not to hangup his connection or new login will be required. AA Greeting: Access code for recording custom greetings used in IVR Example: Dial '*301' from your extension and speak after the tone. When done, hangup the handset. Recorded file is saved as 'greeting-$data-***'. Navigate to 'System: Sound Files: G' and locate your sound file Monitoring: Access code for monitoring active calls Example: If Extensions '1000' and '1001' are in conversation, dial '* ' to listen the ongoing conversation

457 Settings 457 Last Caller: Access code for dialling the last Extension that was calling you Example: If Extension '1000' was the last extension calling you, dial '*149' from your Extension. Message 'The number to call your line was $EXTENSION. To call this number press 1' will be played. Press '1' dial this destination. General Voic Access code for general voice mailbox. This number is used for checking your voice inbox from any system Extension Example: Dial '*124'. Enter your Extension number and PIN when asked for it Voic Transfer: Access code for transferring active calls to any system voice box Example: During active conversation dial '*125 + $EXTENSION' to transfer calling party to system $EXTENSION number voice box Other Networks: Access code for accessing other PBXware networks Example: Dial '*188 + $NETWORK + $EXTENSION' to dial number $EXTENSION or $NETWORK (e.g. '* '). NOTE: 'Trunk' and 'Other Network' must already be set Music On Hold: Access code for playing Music On Hold sound files Example: Dial '*388' to play 'default' Music On Hold class sound files

458 458 PBXware System Administration Manual Echo Audio Read: Access code for echo audio test Example: Dial '*398' and talk. Everything you say is returned back so the server response time can be checked Voic Transfer: Access code for transferring active calls to any system voice box Example: During active conversation dial '*125 + $EXTENSION' to transfer calling party to system $EXTENSION number voice box Speakerphone Page: Access code for transmitting a message to multiple phones via their loudspeakers Example: Dial '*399' to speakerphone all Extensions defined under Enhanced Services Enable Call Forwarding: Access code for enabling Call Forwarding Enhanced Service Example: Dial '*71 + $EXTENSION' to forward all calls to $EXTENSION number. This number can be local Extension or Proper/Mobile number (e.g. '* ' or '* ') Disable Call Forwarding: Access code for disabling Call Forwarding Enhanced Service Example: dial '*72' to disable this service (Extension number not required) Instant Recording: Access code for instant call recording Example: During active conversation dial '*159' to start recording conversation

459 Settings 459 Call Park: Access code for parking active calls Example: During active conversation dial '#700'. The call will be parked on first available Call Park Extension (e.g. 701). Parked call can be picked up from any system Extension by dialing parked Extension ('701') Call Park Start: Start Extension for call parking service Example: If set to '701' all calls will be parked on Extensions '701' to 'Call Park End' Call Park End: End Extension for call parking service Example: If set to '720' all calls will be parked on Extensions 'Call Park Start' to '720' 21.7 Numbering Defaults Numbering defaults sets the way PBXware will assign network numbers to Extensions, Conferences etc... Fetch least unallocated number (default): This option takes the least number on the system that is not used by the system and assign it to new Extension you're trying to create for example. Fetch next unallocated number:

460 460 PBXware System Administration Manual If the last allocated number was assigned to extension 2010, next IVR that you're trying to add for example will be given number System will not try to give you an unallocated number 1022 for example Fetch random: Use this option in case that you want to assign numbers in non sequential order. If you create new Queue for example, PBXware will assign it a number 2350 for example. And if you try to create new Extension right after that, PBXware might assign it a number 9838 for example Voic Calls are diverted to Voic when user is unavailable, has the phone powered off or when a call is transferred to a voic by user. The phone alerts user to indicate the receipt of a message. Once the user is transferred to party's voice box 'Please leave a detail message after the tone. If you would like to speak to the operator, press 0' message will be heard. User has two options: 1. To leave a voice message that is ended by pressing # key or by hanging up, or 2. To reach an operator by dialing 0 If 0 is dialed 'Press 1 to accept this recording, otherwise please continue to hold' message will be heard. User has two options: 1. Press 1 to save your message and dial the operator. 'Please hold while i try that extension' message played. 2. Continue to hold to delete your message and dial the operator. 'Message deleted, please hold while i try that extension' message played General Voic General fields are most required by voic

461 Settings 461 Format: Audio format voice messages are recorded in Example: If 'wav49' is selected here, all voice messages will be saved in this format. See below for disk usage Field Type: Select box Max Message Length: Maximum length of a voice message in seconds Example: By default this field is set to '180' seconds (3 minutes) Min Message Length: Minimum length of a voice message in seconds Example: Default value set to '3' seconds. Messages that last less are discarded Max Greeting Length: Maximum length in seconds of the user recorded voic greeting message Example: Default values set to '60' seconds Max Seconds of Silence:

462 462 PBXware System Administration Manual Maximum length of silence in a voice message in seconds Example: Default value set to '10' seconds. Silence longer then set here will end a voice message Silence Threshold: Silence detection threshold Example: Default value set to '128'. Higher the number, more background noise is added Voic Delay: Delay a number of seconds before asking user for 'Password' Example: If you hear a partial sound file played asking user for password, set '1' or '2' here to add a second or two of silence before the sound file is played. Max Files per Directory: Maximum number of voic messages per voic directory Example: Each voice box has following directories (INBOX, Old, Work, Family, Friends, Cust1, Cust2, Cust3, Cust4, Cust5). Set this field to '100' to allow a 100 voice messages per each voice directory Disk Space Used By Voic Recording With continuously tone 60 seconds: wav49 = 91.0kb wav = 863.0kb gsm = 91.0kb With continuously silent tone (without sound) 60 sec: wav49 = 0.38kb wav = 3.0kb gsm. = 0.32k b

463 Settings Settings Customize the display of s that notify user of new voic messages. Server This address is used to identify from whom the came from Example: If this field is set to in header the following line is added '"$FROM": string Field Type: [a-z][0-9] Send Attachment: Send the voice message as an attachment to user . Example: Once B gets the new voice message, if this option is set to 'Yes', the message sound file will be attached to the new voic notification . Field Type: Option buttons Delete After ing: Delete voice message after sending it as an attachment to user . Example: Once B gets the new voice message, if this option is set to 'Yes', the message will be deleted from the voice box after it has been ed to B. Field Type: Option buttons

464 464 PBXware System Administration Manual Skip[PBX]: in subject: Should 'PBX' be skipped from voic title Example: If set to 'No' - 'Subject: [PBX']: New message M in mailbox B' will be displayed in subject line Field Type: Option buttons "From:" string: Override a portion of the From: line in the voic notification Example: If this option is set to 'MARS', then will have one additional line in its header 'From: MARS' Field Type: [a-z][0-9] Subject: Customize voic notification subject Example: Use custom variables '${VM_MSGNUM}' for message number and '${VM_MAILBOX}' to create a custom subject. 'PBXware: New message ${VM_MSGNUM} in mailbox ${VM_MAILBOX}' for example. subject would look like this 'PBXware: New message 3 in mailbox 1002' Field Type: [a-z][0-9] body: Customize voic notification body Example: Use custom variables '${VM_NAME}' for User name, '${VM_MAILBOX}' for mailbox number, ${VM_DATE} for voic date and ${VM_DUR} for voic duration to create custom body. For example Dear, ${VM_NAME}\n\nYou have a new voic message on:\n\nmailbox: ${VM_MAILBOX}\n\nleft at: ${VM_DATE}\n\n${VM_DUR} long. Field Type: [a-z][0-9] Charset: Character set notification will be encoded with Example: ISO Field Type: [a-z][0-9] Mail command: Overrides the default mailer command

465 Settings 465 Example: Default value '/usr/sbin/sendmail -t' Field Type: [a-z][0-9] Run Application Run custom applications on certain voic actions On Voic Run custom application when new voic is received Example: Set this field to '/usr/bin/myapp' to execute 'myapp' application when new voic arrives Field Type: [a-z][0-9] On Password Change: Run custom application when voic password is changed Example: Set this field to '/usr/bin/myapp' to execute 'myapp' application when voic password changes Field Type: [a-z][0-9] Main Voic Menu Edit settings for main voic menu.

466 466 PBXware System Administration Manual Play Envelope message: Announces the Date/Time and the Extension number from which the message was recorded. Example: Once voice box is checked for new messages, if this option is set to 'Yes', 'Received at {$DATE}. From phone number {$NUMBER}' will be played, giving more details about the message originator. Field Type: Option buttons Say Caller ID: Announce the extension number from which the voice message has been recorded. Example: If this option is set to 'Yes', when checking voic , 'From phone number {$NUMBER}' message will be heard. Field Type: Option buttons Skip ms on playback: Interval in milliseconds to use when skipping forward or reverse while a voic message is being played Example: If this field is set to '3000', when listening to voice message skip 3 seconds on rewind/fast forward Max login attempts: Maximum number of login retries before user gets disconnected Example: By default this field is set to '3'. After 3 unsuccessful login attempts user gets disconnected On Delete, play next message: After a voice message has been deleted, should the system automatically play the next message from voice inbox Example: Select 'Yes' to automatically playback the next voice message after you've deleted the old one Field Type: Option buttons

467 Settings Directory Directory Intro: Override the directory intro file Example: Default value 'dir-intro' Field Type: Select box Advanced Features Allow Review mode: Allow B to review the voice message before committing it permanently to A's voice box. Example: B leaves a message on A's voice box, but instead of hanging up, he presses '#'. Three options are offered to B: Press 1 to accept this recording Press 2 to listen to it Press 3 to re-record your message Field Type: Option buttons

468 468 PBXware System Administration Manual Allow Operator: Allow B to reach an operator from within the voice box. Example: B leaves a message on A's voice box, but instead of hanging up, B presses '#'. 'Press 0 to reach an operator' message played (Once '0' is pressed, user is offered the following options): Press 1 to accept this recording (If selected, 'Your message has been saved. Please hold while I try that extension' is played and operator is dialed) Or continue to hold (If B holds for a moment, 'Message deleted. Please hold while I try that extension' is played and operator is dialed) Field Type: Option buttons System Operator: Local extension number that acts as an operator. Example: If A's voice box has an option 'Allow Operator' set to 'Yes', all users dialing '#0' inside the voice box will reach this operator extension. Send Voic Change context to send voic from Example: Select 'Yes' to enable and provide new values to 'Dialout context' and 'Callback context' fields Field Type: Option buttons Dialout context: Context to dial out from Example: Set this field to 'fromvm' for example Field Type: [a-z][0-9] Callback context: Context to call back Example: Set this field to 'tomv'. If not listed, calling the sender back will not be permitted Field Type: [a-z][0-9] Add/Edit Timezones 469

469 Settings Edit Timezones Timezone: Timezone name Example: Bosnia and Herzegovina Field Type: Display Edits the timezone configuration Example: Click to edit timezone configuration Field Type: Button Deletes a timezone from the system Example: Click to delete a timezone from the system Field Type: Button 469

470 470 PBXware System Administration Manual Add/Edit Timezone Name: Unique timezone name Example: Name provided here will be visible when setting correct voic timezone. Type 'Zenica' here for example Field Type: [a-z][0-9] Timezone: Set the correct timezone Example: If you have set 'Name'='Zenica' (a town in Bosnia) select the closes timezone to Zenica here (e. g. 'Europe/Sarajevo') Field Type: Select box Time format: Set the appropriate time format Example: Depending on selected 'Timezone' you may choose between the following options: 12 Hour clock 12 Hour clock including minute 12 Hour clock AM/PM 12 Hour clock AM/PM, including minute 24 Hour clock 24 Hour clock including minute AM/PM 12 hour syntax Dutch syntax German syntax

471 Settings 471 Greek syntax Italian syntax Norwegian syntax Swedish syntax Field Type: Select box Date format: Set the correct date format Example: Depending on selected 'Timezone' you may choose between the following options Month/Day/Year Day of Week/Month/Day/Year Day/Month/Year Day of Week/Day/Month/Year Field Type: Select box Custom sound: This file is played before the voic arrival time Example: Enter sound file name, without the extension (e.g. 'arlington') here Field Type: [a-z][0-9] Mailbox Options Calls are diverted to Voic when user is unavailable, has the phone powered off or when a call is transferred to a voic by user. The phone alerts user to indicate the receipt of a message. Once the user is transferred to party's voice box 'Please leave a detail message after the tone. If you would like to speak to the operator, press 0' message will be heard. User has two options: 1. To leave a voice message that is ended by pressing # key or by hanging up, or 2. To reach an operator by dialing 0 If 0 is dialed 'Press 1 to accept this recording, otherwise please continue to hold' message will be heard. User has two options: 1. Press 1 to save your message and dial the operator. 'Please hold while i try that extension' message played. 2. Continue to hold to delete your message and dial the operator. 'Message deleted, please hold while i try that extension' message played.

472 472 PBXware System Administration Manual 1 Read voic messages 2 Change folders 0 Mailbox options 1 Record your unavailable message 2 Record your busy message 3 Record your name 4 Record your temporary message (new in Asterisk v1.2) 5 Change your password * Return to the main menu 3 Advanced options (with option to reply; introduced in Asterisk CVS Head April 28, 2004 with 'enhanced voic ') 1 Reply 2 Call back(1) 3 Envelope 4 Outgoing call(1) 4 Play previous message 5 Repeat current message 6 Play next message 7 Delete current message 8 Forward message to another mailbox 9 Save message in a folder * Help; during msg playback: Rewind # Exit; during msg playback: Skip forward * * Help * # Exit After recording a message (incoming message, busy/unavailable greeting, or name) 1 Accept 2 Review 3 Re-record 0 Reach operator(1) (not available when recording greetings/name) 21.9 Configuration Files System configuration files are accessible through this section. Only trained users should modify configuration files.

473 Settings 473 First select a configuration file from the right hand side navigation (e.g. FEATURES). The file will open in big text box from where it can be modified. Once the file is changed, click on 'Save' button. If there is a message saying 'Configuration files not updated' visible, click on 'Import current file' or 'Import All Files' button to update the files. This error usually happens if configuration file is changed through system console (shell). NOTE: Once any kind of file update is done be sure to Reload PBXware to apply the changes g729 G.729 codec can be easily downloaded and installed on PBXware by supplying just a few essential details.

474 474 PBXware System Administration Manual Codec optimized for: Select the server architecture. Example: Select the type of server processor Field Type: Select box Register Utility: Path to codec's register utility, required for codec install Example: Please note that the default path leads to 32-bit software architecture. For 64-bit please visit navigate to desired version and paste the new destination into this field. Field Type: [a-z] [0-9] [:/_.-] License Key: Codec license key.

475 Settings 475 Example: Provide the codec license key here. Field Type: [a-z] [0-9] [_.-] Install: Install button Example: After all necessary details are provided with the correct data(valid urls) click this button to install the g729 codec. Field Type: Command button About About section displays systems edition, version, release date and licensing information.

476 476 PBXware System Administration Manual PBXware: This line identifies the PBXware version, release date (Revision) and Asterisk running Example: Edition: Business, Version: 2.0.0, Release: (#1, $Revision: 2135 $), Running: b Field Type: Display Package: Package information displays a number of system Extensions, Trunks, Conferences... Example: Servers: 1, Extensions Field Type: Display Enhanced Services: This line identifies system Enhanced Services Example: Last Caller, Group Hunt, Call Forwarding... Field Type: Display License Details: This line displays license details. NOTE: If 'Branding' is enabled, only license number is visible Example: License No: 7E5CF50C Field Type: Display

477 Part XXII

478 PBXware System Administration Manual Site Settings Site settings set options such as site users, user groups, backup, updates and upgrades options In this chapter we will cover: - Site Users Groups Backup Sessions Date/Time Settings Updates Upgrades About Site Users Site users are allowed to login into the system interface in order to perform a specific function according to granted permissions. Each user belongs to a user group. Each group permissions are pre-set in order to allow unified access and permission control. User can have access to any application or part of that application depending on permissions granted. It is highly recommended to add/edit groups before adding new users. Add/Edit Users:

479 Site Settings 479

480 480 PBXware System Administration Manual Add/Edit User User fields are standard fields required to be entered in order for system to allow user access to various applications. In addition users status can be changed to "suspended" by ticking check box and pressing "save" Privileges This sections allows user to be assigned to a group for permissions purposes Groups Groups allow for a unified permission system allowing users access to various applications or part of the applications. System is pre set with "common" groups: Sales, Support, Accounts and Billing, Management. Each site can edit existing or ad new groups as per their requirements by clicking on appropriate action

481 Site Settings buttons. During add/edit permissions and group name is available for edit. 481

482 482 PBXware System Administration Manual

483 Site Settings 483 Show Advanced If this check box is ticked, all users belonging to this group will be able to view and edit all advanced options fields within the system. Server If this check box is ticked, all user belonging to this group will have administration access to ticked server. This allows network administrator to delegate the administration across the organization. Reload/Start/Restart/Stop PBXware button are options that control PBXware actions. If enabled on the right side of browser interface these controls will be displayed Backup System backups copy all system data to /home/servers/backup on pre-set time of the day. The location of backup files (/home/servers/backup) must be mounted on another storage media ( hard disk, tape, CD, network share etc).

484 484 PBXware System Administration Manual Backup Type Backups can be either automated or manual. Automated backups will be performed at pre-set time of the day. It is up the administrator to perform manual backups. Backup at Time at which backup will be performed Replace previous day If this vales is set to "Yes" the previous days backup will be deleted in order to save space on backup storage media. However, this does mean that at any time there will be only one days backup present. If this value set to "No", backups will not will be deleted but in this case storage media needs to have enough space available and it does need to be monitored regularly for available space. WARNING: If space is not available the backups will not be performed Sessions After an user is are logged into the system all data send between user and the system can be send in plain text or encrypted by industry standard SSL (secure layer socket). It is worth mentioning that using SSL uses much more resources hence the browser responses are slower. Session Type Available options: HTTPS - Encrypted SSL HTTP - Plain Text (Default) 22.5 Date/Time Settings

485 Site Settings Date Format: Set the proper date format used by the PBXware Example: 04 Oct 2006 Field Type: Select box Time Format: Set the proper time format used by the PBXware Example: Select between 12/24 hour format Field Type: Select box 22.6 Updates This section allows an shortcut to licensing screen. It is useful if an license upgrade needs to be performed. 485

486 486 PBXware System Administration Manual Update type: Available options: Manual Auto (Has to be enabled for other fields to be enabled) Username: Username used for update. Password: Password used by user for update. Auto update type: Select whether update should be done at certain time of the day or at regular time interval. Available options: Time of the day Regular interval Auto update interval: Select time when update is done Upgrades System is able to update it self at pre-set times of a day using included auto update daemon or alternatively a manual update can be performed by an authorized user.

487 Site Settings Root Password / Confirm Root Password System root password. IMPORTANT: This password is valid password for system (root), setup wizard and licensing upgrades entries. Time zone Time zone at which system is located or operating from. Hostname System Hostname DHCP (Yes/No) This is default value allowing the system to obtain its networking details from available DHCP server. However, setting DHCP to "No" allows for static network configuration About About shows Site Manager current release date present on the system. 487

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